Service Desk Analyst - L2

Wipro; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst to be the first point of contact for B2B users. The role involves troubleshooting user issues, maintaining logs, and ensuring adherence to service desk objectives. Ideal candidates will have 1-3 years of experience in customer service and troubleshooting, with a focus on TIS Service Desk. This full-time position offers the opportunity to contribute to a modern digital transformation initiative.

Qualifications

• 1-3 years of experience required.

Responsibilities

• Respond to queries via calls, emails, and chats.
• Follow standard service desk procedures and log all tickets.
• Manage queries or escalate as per helpdesk policies.

Skills

Customer Service

Troubleshooting

TIS Service Desk

Job description

Join to apply for the Service Desk Analyst - L2 role at Wipro

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

Job description:

Role:

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

Do:

1. Be responsible for primary user support and customer service:
   • Respond to queries via calls, portal, emails, chats from clients.
   • Familiarize with each client and their applications/processes.
   • Learn fundamental operations of commonly-used software, hardware, and equipment.
   • Follow standard service desk procedures, accurately logging all tickets using the defined tracking software.
   • Maintain the scorecard as per SoW regarding TAT, SLA & hits.
   • Manage queries or escalate as per helpdesk policies and framework.
2. Regular MIS & resolution log management:
   • Record events and resolutions in logs.
   • Follow-up and update customer status.
   • Relay feedback, suggestions, escalations to internal teams.
   • Identify and suggest process improvements.

Deliver:

Performance Parameters:

1. Service Desk Delivery: Adherence to TAT, SLA as per SoW, minimal escalation, customer experience.
2. Personal: Attendance, documentation, etc.

Mandatory Skills:

TIS Service Desk

Experience:

1-3 Years

Reinvent your world. We are building a modern Wipro, an end-to-end digital transformation partner with bold ambitions. We seek individuals inspired by reinvention—of themselves, their careers, and their skills. Join us to realize your ambitions. Applications from people with disabilities are explicitly welcome.

Seniority level:

Mid-Senior level

Employment type:

Full-time

Job function:

Information Technology

Industries:

IT Services and IT Consulting

Additional notes:

Referrals increase your chances of interviewing at Wipro by 2x.

Related roles:

Customer Service Specialist, Technical Support, SERVICE DESK L1 (Local to Bangalore only)