SERVICE DESK ANALYST L1

codingcircle; Kolkata; On-site; INR 300,000 - 450,000; Full time

Job summary

Wipro is looking for a Service Desk Analyst L1 in Kolkata, West Bengal. This role involves being the primary point of contact for B2B users, responding to queries via calls, emails, and chats. Candidates should have experience in user support, familiarity with troubleshooting and proper ticket management. The position offers full-time employment, ensuring adherence to service desk objectives and performance metrics.

Qualifications

• Experience in user support and customer service.
• Familiarity with troubleshooting software and hardware issues.
• Ability to follow standard operating procedures for service desk.

Responsibilities

• Be the first point of contact for user support.
• Respond to queries from calls, emails, and chats.
• Maintain service desk ticket logging accurately.

Skills

TIS Service Desk

Job description

Job Details

Company: Wipro

Job Title: SERVICE DESK ANALYST L1

City: Kolkata

State/Province: West Bengal

Posting Start Date: 4/16/26

Job Type: Full Time

Mandatory Skills: TIS Service Desk

Job Description

Role Purpose

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 WiproâÂÂs Service Desk objectives.

Do

1. Be responsible for primary user support and customer service

   a. Respond to queries from all calls, portal, emails, chats from the client

   b. Become familiar with each client and their respective applications/ processes

   c. Learn fundamental operations of commonly-used software, hardware and other equipment

   d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

   e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

   f. Manage all queries or escalation if not resolve as per the defined helpdesk policies and framework

2. Regular MIS & resolution log management on queries raised

   a. Record events and problems and their resolution in logs

   b. Follow-up and update customer status and information

   c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

   d. Identify and suggest improvements on processes, procedures etc

Deliver

No PerformanceParameter Measure

1 Service Desk Delivery Adherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience

2 Personal AttendanceDocumentation etc