Overview
Service Desk Analyst L1 at Wipro
Wipro Limited, a global leader in technology services and consulting, is seeking a skilled Service Desk Analyst L1 to join our team in Bengaluru, Karnataka. In this role, you will be the first point of contact for B2B users, providing technical support and troubleshooting assistance in line with Wipro's Service Desk objectives.
About Wipro
Wipro is dedicated to delivering innovative solutions that address complex digital transformation needs. With over 230,000 employees across 65 countries, we help clients achieve their boldest ambitions while fostering sustainable business practices.
Role Purpose
The Service Desk Analyst L1 is responsible for providing primary user support and customer service, ensuring timely resolution of issues and adherence to service standards.
Key Responsibilities
- Respond to queries from calls, portals, emails, and chats from clients.
- Familiarize yourself with client-specific applications and processes.
- Learn fundamental operations of commonly used software, hardware, and equipment.
- Accurately log all service desk tickets using defined tracking software.
- Maintain scorecards as per Statement of Work (SoW) with respect to TAT, SLA, and hit rates.
- Manage and resolve queries or escalate as per helpdesk policies.
- Record events, problems, and resolutions in logs.
- Follow up and update customer status and information.
- Pass feedback, suggestions, and escalations to the appropriate internal teams.
- Identify and suggest process improvements.
Performance Parameters
- Service Desk Delivery: Adherence to TAT and SLA, minimal escalations, and excellent customer experience.
- Personal: Attendance and documentation compliance.
Mandatory Skills
- TIS Service Desk
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Key Skills
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Education Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field preferred
Eligible Batch Years
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
Company Details
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Websitewipro.com