SERVICE DESK ANALYST L1
Wipro
Hyderabad, Telangana, India2h agovia LinkedIn
This job at a glance
- Who can apply
- Freshers
- Must know
- Help deskTroubleshootingCustomer serviceOperations
- Work
- On-site in Hyderabad
- Pay
- Not stated by the employer.
- Skill demand
- Help desk41%Customer service31%Troubleshooting29%Operations26%of 99 similar fresher jobs posted in India this week
- Listed
- 11 Nov 2026 · still open
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About the Role
The purpose of this role is to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.
Key Responsibilities
- User Support and Customer Service:
- Respond to queries from all channels: calls, portal, emails, chats from the client.
- Become familiar with each client and their respective applications/processes.
- Learn fundamental operations of commonly-used software, hardware, and other equipment.
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA, & hits.
- Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.
- MIS & Resolution Log Management:
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, or escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes and procedures.
Performance Parameters
- Service Desk Delivery:
- Adherence to TAT, SLA as per SoW.
- Minimal Escalation.
- Customer Experience.
- Personal:
- Attendance.
- Documentation.
Requirements & Tech Stack
- TIS Service Desk