SERVICE DESK ANALYST L0(CONTRACT)

Wipro Technologies; Thiruvananthapuram; Sur place; INR 300 000 - 450 000; Plein temps

Résumé du poste

Wipro Limited in Kerala is seeking a Service Desk Analyst L0 for contract to act as the first point of contact for B2B users, troubleshooting end-user issues, logging tickets, and providing level-1 support for desktops and applications. Fluency in Malayalam and English is required.

Role emphasizes adherence to SOPs, SLAs, and accurate ticket logging, with opportunities to improve processes and customer experience within a mobile, dynamic IT support environment.

Qualifications

• Mandatory skills include Service Desk Management.
• Fluent in Malayalam and English.

Responsabilités

• Be the first point of contact for B2B users and troubleshoot end-user issues.
• Log incidents and service requests using the ticketing tool.
• Provide first-level IT support for desktops, OS, and client applications.
• Follow standard service desk SOPs and maintain SLA/TAT.
• Communicate with clients in Malayalam or English.

Connaissances

Service Desk Management

Customer Service

Outils

Ticketing Tool

Description du poste

Job Title: SERVICE DESK ANALYST L0(CONTRACT)

State/Province: Kerala

Posting Start Date: 9/29/26

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 escalate if not resolve 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.

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Deliver:

No.

Performance Parameter

Measure

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

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• Providing a Single Point of Contact (SPOC) for assistance with IT services under scope• Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool) using the ticketing tool.• Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications• Local Language - Malayalam /English-speak fluentlyMandatory Skills: Service Desk Management.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.

Information at a Glance

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