Service Desk Analyst L2

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

Job summary

A leading IT services company based in Pune is seeking a skilled Service Desk Analyst L2. In this role, you will be the first line of support for B2B users, addressing their queries and troubleshooting various issues. Ideal candidates should have 1-3 years of relevant experience and strong user support and customer service skills. Join a dynamic team and help innovate solutions within a full-time position focused on IT services and consulting.

Qualifications

• 1-3 years of relevant experience in a service desk or technical support role.
• Adherence to service desk metrics like TAT and SLA.

Responsibilities

• Respond to queries from calls, portal, emails, and chats.
• Log all service desk tickets accurately.
• Record events, problems, and their resolution in logs.

Skills

User support skills

Customer service

Problem-solving

Technical knowledge of software and hardware

Tools

Ticketing software

Job description

Service Desk Analyst L2 – Wipro

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

Overview

The purpose of this role is to serve as the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end‑user issues, ensuring service desk objectives are met.

Responsibilities

• Primary user support and customer service:
  • Respond to queries from calls, portal, emails, and chats.
  • Become familiar with each client and their applications/processes.
  • Learn fundamental operations of commonly‑used software, hardware, and equipment.
  • Accurately log all service desk tickets using the defined tracking software.
  • Maintain scorecard per Statement of Work regarding TAT, SLA & hits.
  • Manage all queries or escalations as per help‑desk policies and framework.
• Regular MIS & resolution log management:
  • Record events, problems, and their resolution in logs.
  • Follow‑up and update customer status and information.
  • Pass on any feedback, suggestions, escalations to the appropriate internal team.
  • Identify and suggest process improvements.

Performance Parameters

1. Service Desk Delivery:
   • Adherence to TAT & SLA per SoW.
   • Minimal escalation.
   • Customer experience.
2. Personal:
   • Attendance.
   • Documentation, etc.

Experience

1–3 years of relevant experience.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology – IT Services and IT Consulting

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