SERVICE DESK ANALYST L3(CONTRACT)

Wipro Technologies; Mississauga; Presencial; CAD 25.000 - 30.000; A tiempo parcial

Descripción de la vacante

Wipro Limited is seeking a SERVICE DESK ANALYST L3 on a contract basis in Mississauga, Canada. The role serves as the first point of contact for B2B users to troubleshoot end-user issues, handling calls, emails, chats, and portal queries.

Responsibilities include logging tickets, maintaining SLA/TAT, and escalating when needed. The position emphasizes MIS maintenance, user‑focused service, and a proactive approach to process improvements.

Formación

• Desktop support experience required.
• Minimum 3–5 years of experience.
• Strong customer service and technical troubleshooting skills.

Responsabilidades

• Provide first point of contact for B2B users and troubleshoot end-user issues.
• Log tickets accurately using the defined tracking system and maintain SLA scores.
• Assist with user queries via calls, portal, email, and chat.
• Follow service desk procedures and escalate where needed.
• Maintain MIS and resolution logs and communicate outcomes to clients.

Conocimientos

Desktop Support

Descripción del empleo

Job Title: SERVICE DESK ANALYST L3(CONTRACT)

Posting Start Date: 10/7/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro s Service Desk objectives

Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all 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 elevate if not resolved as per the defined helpdesk policies and framework
• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow‑up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

Deliver:

No.

1. Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2. Personal

Attendance

Documentation etc.

Mandatory Skills: Desktop Support .

Experience: 3-5 Years .

The expected compensation for this role ranges from CAD 18/hr to CAD 22/hr .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.