📍 Location: Bengaluru, India
🆔 Requisition ID: 60366
🏢 Company: Wipro Limited
🏢 About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global technology services and consulting company. With over 230,000 employees across 65 countries, Wipro delivers innovation-led digital transformation for some of the world’s most prominent organizations. Our integrated portfolio spans consulting, design, engineering, and operations. For more, visit www.wipro.com.
🎯 Role Purpose
As a Service Desk Analyst – L1, you will be the first point of contact for B2B users contacting Wipro’s Service Desk. Your role involves troubleshooting, resolving, or escalating end-user issues, ensuring a seamless support experience aligned with Wipro’s service desk standards.
🛠️ Key Responsibilities
✅ Provide primary user support and customer service
✅ Respond to queries via calls, emails, chats, and portals
✅ Familiarize with client-specific applications and processes
✅ Log all issues using the standard tracking software
✅ Ensure compliance with SLAs, TATs, and KPIs as defined
✅ Escalate unresolved issues per defined helpdesk procedures
✅ Maintain regular logs, status updates, and MIS reports
✅ Gather and pass on customer feedback to internal teams
✅ Suggest process or service improvements
📌 Mandatory Skills
-
TIS Service Desk
👥 What We’re Looking For
-
Strong understanding of commonly used software and hardware
-
Excellent communication and customer-handling skills
-
Ability to multitask and work effectively under pressure
-
Willingness to learn and adapt in a dynamic environment
-
Team player with attention to detail