Service Desk Analyst L1

About the role

The Service Desk Analyst L1 is the first point of contact for B2B users reaching out to Wipro's Service Desk. You will handle incoming calls, emails, chats and portal requests, log tickets, and ensure timely resolution while adhering to SLA and TAT commitments.

Responsibilities

• Respond to user queries across calls, emails, chats and portal submissions.
• Become familiar with each client’s applications and processes to provide accurate support.
• Learn and operate common software, hardware and peripheral equipment.
• Log all incidents in the designated ticketing tool following standard procedures.
• Maintain service‑desk scorecards, meeting TAT and SLA targets as defined in the Statement of Work.
• Escalate unresolved issues according to help‑desk policies and track their progress.
• Maintain MIS logs, record problem resolutions and update customer status regularly.
• Communicate feedback, suggestions and escalations to internal teams and propose process improvements.

Eligibility

• Graduates from the batches of 2024, 2025 or 2026.
• Freshers or candidates with up to 2 years of relevant experience.

Skills

• Service Desk Management
• Microsoft Office suite
• ITIL fundamentals
• Ticketing system proficiency
• Active Directory basics
• Remote support tools

Benefits