Wipro Hiring Service Desk Analyst L1 in Bengaluru | Full Time

Job Overview

Wipro is hiring a Service Desk Analyst L1 in Bengaluru, Karnataka. This role serves as an initial contact point for business-to-business (B2B) users who contact the service desk for help with end-user issues. The analyst provides user support, responds to requests through multiple channels, records incidents, and follows the service desk's defined processes.

The position focuses on customer service, accurate ticket handling, timely resolution or escalation, and maintaining service delivery standards. The posting lists Service Desk Management as the mandatory skill.

Key Responsibilities

User Support and Customer Service

• Respond to client queries received through phone calls, the service portal, email, and chat.
• Learn about each client, including the applications and processes relevant to their support needs.
• Develop familiarity with the basic operation of commonly used software, hardware, and other equipment.
• Log service requests and incidents accurately in the designated ticket-tracking system, following established procedures.
• Monitor service performance against the applicable statement of work (SoW), including turnaround time (TAT), service-level agreements (SLAs), and related scorecard measures.
• Resolve user queries where possible and escalate issues that cannot be addressed within the defined helpdesk policies and framework.

Incident Records and Management Information

• Document incidents, problems, and their resolutions in the relevant logs.
• Follow up on open queries and keep customer status and case information up to date.
• Share customer feedback, suggestions, and escalations with the appropriate internal teams.
• Identify potential improvements to service desk processes and procedures.

Required Skills

• Service Desk Management: The mandatory skill specified in the job posting.
• Customer service: Respond to users professionally and support their queries through the available service channels.
• Ticket documentation: Record incidents, actions, follow-ups, and resolutions accurately.
• Issue handling: Work within service desk procedures and escalate unresolved matters according to the defined framework.
• Process adherence: Follow service delivery requirements related to turnaround time, SLAs, and the statement of work.
• Communication and coordination: Keep customers informed and pass relevant feedback or escalations to internal teams.
• Basic technical familiarity: Learn the fundamental operation of commonly used software, hardware, and equipment.

Service Delivery Expectations

The job description identifies service desk delivery and personal performance as key performance areas. Service delivery is assessed through adherence to TAT and SLAs under the statement of work, minimal escalation, and customer experience. Personal performance includes attendance and documentation.

Work Location

The stated job location is Bengaluru, Karnataka, India. The posting does not specify a remote or hybrid arrangement, so the work mode is recorded as onsite by default.

Who Should Apply

This opportunity may suit candidates interested in service desk operations, first-line user support, customer service, incident logging, and troubleshooting end-user issues. Candidates should be prepared to follow documented procedures, maintain accurate records, communicate status updates, and escalate queries when required by the helpdesk framework.

How to Apply

Review the role details and submit your application through the official Wipro careers page. Apply now through SoftoJobs to explore this opportunity.