Service Desk Analyst

Wipro; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Wipro in Bengaluru is seeking a Service Desk Analyst L2 to be a frontline contact for B2B users. You will provide end-user support, troubleshoot issues across devices and applications, and manage service tickets to ensure timely resolution within defined SLAs.

The role involves documenting incidents, updating resolution logs, monitoring ticket status, and escalating unresolved problems to higher levels while maintaining clear communication with clients.

Qualifications

• Experience in service desk or IT support roles.
• Familiar with SLA management.
• Strong communication across channels.

Responsibilities

• Provide primary user support and customer service.
• Understand client-specific applications and processes.
• Troubleshoot appropriate end-user issues.
• Develop familiarity with commonly used software, hardware, and equipment.

Skills

TIS Service Desk

End-User Support

Technical Support

SLA Management

Job description

The **Service Desk Analyst L2** will serve as a key point of contact for B2B users contacting the Wipro Service Desk. The role focuses on providing effective end-user support, troubleshooting user issues, responding through multiple communication channels, accurately recording service tickets, and ensuring that queries are resolved within defined service-level requirements.

The selected candidate will also maintain resolution logs, monitor customer status, escalated unresolved issues, and identify opportunities to improve service desk processes.

Key Responsibilities:

• Provide primary user support and customer service.
• Understand client-specific applications and processes.
• Troubleshoot appropriate end-user issues.
• Develop familiarity with commonly used software, hardware, and equipment.

Required Skills:

• TIS Service Desk
• End-User Support
• Technical Support
• SLA Management