Service Desk Analyst L2

Wipro; Bengaluru; On-site; INR 5,000,000 - 8,000,000; Full time

Job summary

A leading IT services company in Bengaluru is seeking a Mid-Senior level candidate to provide primary user support and customer service. You will handle queries via calls, emails, and chats, ensuring adherence to service standards like TAT and SLA. Ideal candidates should have 1–3 years of experience in similar roles and be proactive in logging tickets and suggesting process improvements. This full-time role offers growth opportunities in the IT consulting sector.

Qualifications

• 1–3 years of experience in a similar role.
• Ability to handle queries and provide customer support effectively.
• Familiarity with standard service-desk operating procedures.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries via calls, portal, emails, and chats.
• Log all tickets accurately using defined tracking software.
• Ensure adherence to TAT, SLA, and minimal escalation.

Skills

User support

Customer service

Problem-solving

Communication

Job description

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

Responsibilities

• 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 tickets using the defined tracking software
  • Ensure the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • Manage all queries or escalate 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.

Performance Parameters

1. Service Desk Delivery
   • Adherence to TAT, SLA as per SoW
   • Minimal Escalation
   • Customer Experience
2. Personal
   • Attendance
   • Documentation, etc.

Experience & Qualifications

Experience: 1–3 years

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting