Service Desk Analyst L2

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

Job summary

A prominent IT services company is seeking a Service Desk Analyst L2 in Pune, Maharashtra, to provide first-line support to B2B users. The role involves responding to queries through various channels, logging service requests, and maintaining customer satisfaction. Candidates with 1-3 years of experience in user support and strong problem-solving skills will thrive in this full-time position at a dynamic workplace fostering continuous reinvention.

Qualifications

• 1-3 years of experience in a service desk or support role.
• Familiarity with software and hardware commonly used in business settings.
• Ability to log service tickets accurately and manage customer queries.

Responsibilities

• Respond to queries through calls, emails, and chat.
• Log and track service desk tickets using appropriate software.
• Record events and resolutions; follow up on customer status.

Skills

User support

Customer service

Problem-solving

Application familiarity

Job description

Service Desk Analyst L2 at Wipro

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

Responsibilities

• Primary user support and customer service:
  • Respond to queries from calls, portal, emails, chats.
  • Become familiar with each client and their applications/processes.
  • Learn fundamental operations of commonly‑used software, hardware, and other equipment.
  • Log all service‑desk tickets using the defined tracking software.
  • Maintain scorecard per SoW regarding TAT, SLA & hits.
  • Manage all queries or escape if unresolved per policies.
• Regular MIS & resolution log management:
  • Record events, problems and resolutions.
  • Follow‑up and update customer status.
  • Pass on customer feedback to internal teams.
  • Suggest process improvements.

Performance Parameters

• Service Desk Delivery: Adherence to TAT, SLA; minimal escalation; customer experience.
• Personal: Attendance, documentation.

Experience: 1‑3 years

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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