WIPRO SERVICE DESK ANALYST JOBS 2025

Wipro Limited is hiring Service Desk Analyst – L1 professionals to act as the first point of contact for B2B users, providing technical support and resolving end-user issues while ensuring high customer satisfaction and SLA adherence.

About the Company

Wipro Limited (NYSE: WIT) is a global technology services and consulting leader with a presence in over 65 countries and 230,000+ employees. Wipro delivers innovative digital, engineering, and operational solutions to global clients.

Job Overview

Role: Service Desk Analyst – L1
Mandatory Skill: TIS Service Desk
Employment Type: Full Time
Location: Noida, Uttar Pradesh
Posting Start Date: 02/06/2025

Role Purpose

The purpose of this role is to serve as the primary support contact for B2B users, troubleshooting end-user issues and delivering solutions in line with Wipro’s Service Desk objectives and SLAs.

Key Responsibilities

Act as the first point of contact for users via calls, emails, chats, and portals
Provide primary user support and customer service
Understand client-specific applications and processes
Troubleshoot commonly used software, hardware, and IT equipment
Log service desk tickets accurately using tracking tools
Ensure SLA, TAT, and scorecard adherence as per SoW
Resolve issues or escalate as per helpdesk policies
Maintain MIS and resolution logs
Record incidents, resolutions, and follow-ups
Update customers on ticket status and progress
Share customer feedback and escalation details with internal teams
Identify and suggest process and service improvements

Eligibility & Qualifications

Any Graduate from a recognized university
Freshers and experienced candidates can apply
Good communication skills (verbal & written English)
Basic understanding of IT support and service desk operations
Willingness to follow shift schedules as per business needs

Skills Required

TIS Service Desk
IT Helpdesk Support
Ticketing Tools
Customer Support (B2B)
Incident & Problem Management
Communication Skills
Documentation & Reporting
SLA & TAT Management

Why Join Wipro?

Work with a global IT services leader
Strong learning and career growth opportunities
Inclusive and equal-opportunity workplace
Exposure to enterprise-level IT service desk operations
Supportive environment for people with disabilities

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