Wipro Hiring Service Desk Analyst L1 in Bengaluru | Onsite

Job Overview

Wipro is hiring a Service Desk Analyst L1 for its Bengaluru, Karnataka location. The role acts as an initial support contact for business-to-business (B2B) users who reach the service desk for assistance. The analyst is expected to understand user concerns, troubleshoot end-user issues within the applicable support framework, and help deliver service in line with defined objectives.

Key Responsibilities

Primary User Support and Customer Service

• Respond to user questions and support requests received through phone calls, the service portal, email and chat.
• Become familiar with individual clients, their applications and the processes relevant to their support requirements.
• Develop working knowledge of the basic operation of commonly used software, hardware and other equipment.
• Record service desk tickets accurately in the designated tracking system and follow established operating procedures.
• Monitor service performance against the applicable statement of work (SoW), including turnaround time (TAT), service-level agreement (SLA) and other defined measures.
• Resolve user queries where possible and escalate issues that cannot be handled within the defined helpdesk policies and framework.

Management Information and Resolution Logs

• Maintain records of reported incidents, problems and the actions taken to resolve them.
• Follow up on open queries and keep customer status and information updated.
• Share customer feedback, suggestions and escalations with the appropriate internal teams.
• Identify opportunities to improve service desk processes and procedures, and communicate suggestions to the relevant teams.

Required Skills

• Service Desk Consulting: Listed as the mandatory skill for this position.
• Customer service: Ability to respond to user requests through multiple support channels and maintain a service-focused approach.
• Issue handling: Ability to troubleshoot end-user concerns and escalate unresolved queries according to established procedures.
• Ticket management: Accurate logging, tracking and updating of service desk requests.
• Documentation: Ability to maintain query records, resolution logs and relevant service information.
• Communication: Ability to pass customer feedback and escalation details to the appropriate internal teams.
• Process adherence: Understanding of service targets, turnaround time, service-level agreements and defined support procedures.

Performance Expectations

Service Desk Delivery

• Adherence to turnaround time and SLA requirements defined in the statement of work.
• Keeping avoidable escalations to a minimum while following the correct escalation framework.
• Maintaining a positive customer experience through effective support delivery.

Personal and Process Responsibilities

• Meeting attendance expectations.
• Maintaining required documentation and service records.

Education and Experience

The supplied job description does not specify a required degree, academic branch, or number of years of experience. It identifies Service Desk Consulting as the mandatory skill and describes the role's responsibilities and performance expectations.

Location and Work Mode

The position is based in Bengaluru, Karnataka, India. The job posting does not specify a remote or hybrid arrangement, so the work mode is recorded using the configured onsite default.

Who Should Apply

This opportunity is relevant to candidates interested in first-level service desk support, user assistance and customer service operations. Applicants should be comfortable handling requests through calls, portals, email and chat, maintaining accurate tickets and resolution records, following service procedures, and escalating issues when required. The job description does not state a specific experience range or fresher eligibility.

How to Apply

Apply now through SoftoJobs to explore this opportunity.