Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world.
As a Service Desk Analyst – L1, you will serve as the first point of contact for B2B users calling the Wipro Service Desk, helping troubleshoot user issues in alignment with Wipro’s service standards.
🧠 Role Purpose
To be the initial point of support for B2B users contacting the Wipro Service Desk and provide first-level troubleshooting as per Wipro’s Service Desk objectives.
🛠️ Responsibilities
✅ Primary User Support & Customer Service
- Respond to client queries via calls, portal, emails, and chat
- Understand client-specific applications and processes
- Gain knowledge of basic operations of commonly-used software and hardware
- Log tickets accurately using standard service desk tracking tools
- Maintain scorecard metrics as per SoW including TAT, SLA, and ticket hits
- Handle queries or escalate per defined helpdesk policies
📊 MIS & Resolution Log Management
- Log events, problems, and resolutions
- Provide updates and follow-ups to customers
- Share feedback, suggestions, or escalations with relevant internal teams
- Suggest improvements for processes and service delivery
🎯 Performance Parameters
| Parameter | Measure |
|---|---|
| Service Desk Delivery | Adherence to TAT, SLA, minimal escalations, and customer experience |
| Personal | Attendance, documentation, and compliance to individual KPIs |
💡 Mandatory Skills
- TIS Service Desk
📍 Job Location
- City: Pune
- Country/Region: India
🆔 Requisition ID
- 66339
🌟 About Wipro
Join a business powered by purpose. At Wipro, we believe in constant reinvention—of ourselves, our careers, and our skills. If you’re driven to challenge the status quo and thrive in transformation, Wipro is the place for you. Applications from individuals with disabilities are explicitly welcome.
📢 Disclaimer
This job post is for informational purposes only. For complete details and to apply, please visit the official Wipro careers page.