SERVICE DESK ANALYST L1
Wipro
Bengaluru, Karnataka, India59m agovia LinkedIn
This job at a glance
- Who can apply
- Freshers
- Must know
- Help deskTroubleshootingCustomer serviceOperations
- Work
- On-site in Bengaluru
- Pay
- Not stated by the employer.
- Skill demand
- Troubleshooting39%Operations38%Help desk37%Customer service36%of 99 similar fresher jobs posted in India this week
- Listed
- 31 Oct 2026 · still open
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Role Purpose
- Act as the first point of contact for B2B users contacting the Wipro Service Desk.
- Troubleshoot end-user issues to align with Wipro's Service Desk objectives.
Key Responsibilities
- Provide primary user support and customer service.
- Respond to queries via calls, portal, emails, and chats from clients.
- Familiarize with each client and their respective applications/processes.
- Learn fundamental operations of commonly-used software, hardware, and equipment.
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
- Ensure scorecard is maintained as per SoW regarding TAT, SLA, and hits.
- Manage all queries or escalate if not resolved as per defined helpdesk policies and framework.
- Record events and problems and their resolution in logs.
- Follow up and update customer status and information.
- Pass on feedback, suggestions, and escalations from customers to the appropriate internal team.
- Identify and suggest improvements to processes and procedures.
Performance Parameters
- Service Desk Delivery:
- Adherence to TAT and SLA as per SoW.
- Minimal escalations.
- Customer experience.
- Personal:
- Attendance.
- Documentation.
Requirements & Tech Stack
- Mandatory Skills: Service Desk Consulting.