Service Desk Analyst L2

Wipro; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading IT services company is seeking a Service Desk Analyst L2 to be the main point of contact for B2B users seeking assistance. The analyst will resolve user issues, manage tickets, and ensure customer satisfaction through excellent service. Candidates should have 1-3 years of experience in a similar role, possess strong communication and troubleshooting skills, and be customer-focused. This position offers an opportunity to be part of a dynamic team marking Wipro's modern transformation.

Qualifications

• 1-3 years of experience in a service desk or technical support role.
• Familiarity with ticketing systems and operating procedures.

Responsibilities

• Be responsible for primary user support and customer service.
• Manage regular MIS and resolution logs.

Skills

strong communication

troubleshooting

customer-focused mindset

Job description

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

The purpose of this role is to serve as the first point of contact for B2B users who call Wipro Service Desk to troubleshoot 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 calls, portal, emails, chats; familiarize with each client and their applications; learn fundamental operations of software and hardware; log tickets accurately; maintain scorecard as per SoW; manage or elevate queries as per helpdesk policies.
• Manage regular MIS and resolution logs: record events and resolutions; update customer status; pass feedback, suggestions, escalations; identify and suggest process improvements.

Qualifications

• Experience: 1-3 Years.
• Skills: strong communication; troubleshooting; familiarity with ticketing and operating procedures; customer‑focused mindset.

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.