Wipro Hiring Service Desk Analyst L1 in Kolkata | Onsite

Job Overview

Wipro is hiring a Service Desk Analyst L1 in Kolkata, West Bengal. This role serves as an initial contact point for business-to-business (B2B) users who need help resolving end-user issues. The analyst responds to requests, records service tickets, provides support within defined procedures, and escalates issues when they cannot be resolved at the first level.

Key Responsibilities

• Respond to user queries received through phone calls, the service portal, email, and chat.
• Learn about assigned clients, their applications, and their business processes to provide appropriate support.
• Build familiarity with the basic operation of commonly used software, hardware, and related equipment.
• Log service requests accurately in the designated ticket-tracking system, following standard service desk procedures.
• Manage user issues within the defined helpdesk framework and escalate unresolved matters according to policy.
• Maintain records of reported events, problems, and resolutions.
• Follow up with users and keep their status and case information updated.
• Share customer feedback, suggestions, and escalations with the relevant internal teams.
• Identify and recommend improvements to service desk processes and procedures.

Service Delivery Expectations

The role is assessed against service desk delivery and personal performance measures. The listed delivery expectations include adherence to turnaround time (TAT) and service-level agreements (SLAs) defined in the statement of work (SoW), minimal avoidable escalations, and customer experience. Personal measures include attendance and documentation.

Required Skill

• TIS Service Desk is listed as the mandatory skill.

Role Requirements and Work Context

The position focuses on first-level user support and customer service. Candidates should be prepared to handle incoming requests across multiple communication channels, follow established procedures, maintain accurate records, and coordinate with internal teams when a query requires escalation. The listing does not specify an education requirement, years of experience, salary range, shift schedule, or work arrangement beyond the role's Kolkata location.

Who Should Apply

Applicants interested in service desk support and customer-facing IT assistance can review the official role requirements and determine whether their skills align with the mandatory TIS Service Desk skill and the listed support responsibilities.

How to Apply

Review the official Wipro listing and submit your application through the supplied job page. Apply now through SoftoJobs to explore this opportunity.