About the Role:

Wipro is looking for a Service Desk Analyst - L2 to serve as the first point of contact for B2B users reaching out to the Wipro Service Desk. This role is critical in delivering timely and effective technical support, resolving end-user issues, and ensuring customer satisfaction. The role demands excellent communication skills, technical acumen, and the ability to follow established processes.

Responsibilities:

• Serve as the primary point of contact for user support and customer service.
• Respond promptly to calls, emails, portal queries, and chat requests from clients.
• Develop familiarity with each client’s environment, applications, and business processes.
• Learn the fundamentals of commonly-used software, hardware, and other equipment.
• Follow standard operating procedures to log all service desk tickets accurately in the tracking software.
• Maintain performance metrics in line with Statements of Work (SoW) regarding turnaround times (TAT), SLAs, and ticket volumes.
• Manage user queries independently or escalate as per helpdesk policies.
• Prepare regular MIS reports and maintain logs of issues and resolutions.
• Record events, problems, and their resolutions accurately.
• Provide timely updates to customers regarding the status of their issues.
• Relay customer feedback, suggestions, and escalations to the appropriate internal teams.
• Identify opportunities for process improvements and suggest enhancements to procedures.

Performance Deliverables:

• Adherence to TAT and SLA as defined in SoW.
• Minimal escalation of unresolved issues.
• High-quality customer experience and satisfaction.
• Consistent attendance and documentation standards.

Key Technical Skills:

TIS Service Desk

Requirements:

• 1–3 years of relevant experience in Service Desk or technical support roles.
• Knowledge of IT service desk procedures and systems.
• Familiarity with ticketing tools and logging processes.
• Strong troubleshooting and problem-solving skills.
• Effective communication skills, both written and verbal.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-centric approach with a focus on delivering high-quality support.
• Attention to detail and organizational skills.

About Wipro:

Wipro Limited is a global technology services leader, helping clients navigate complex digital transformations. With over 230,000 employees worldwide, Wipro’s services span consulting, engineering, and operations, driving sustainable business outcomes.

Our Values and Commitment:

Wipro is an Equal Opportunity Employer, committed to diversity, equity, and inclusion. We welcome applications from all qualified individuals and provide reasonable accommodations for persons with disabilities throughout the recruitment process.