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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