Wipro Service Desk Analyst Jobs 2026
Service Desk – L2 | Pune
Job Overview
Wipro is hiring candidates for the role of Service Desk Analyst – L2 in Pune, Maharashtra, India.
This is a strong opportunity for candidates who want to build a career in IT support, service desk operations, end-user support, and incident resolution within a leading global IT services company. The role focuses on supporting B2B users, resolving technical issues, and maintaining service quality as per defined SLAs.
💡 Why this role?
You will act as the first point of contact for users, manage service desk tickets, troubleshoot common software and hardware issues, and ensure high customer satisfaction in an enterprise IT environment.
Roles & Responsibilities
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Act as the first point of contact for B2B users, responding to user queries received through calls, emails, chats, and support portals.
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Troubleshoot common software, hardware, and application-related issues while logging all support tickets accurately using defined tracking tools.
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Ensure adherence to TAT, SLA, and service desk scorecard requirements, escalating unresolved issues as per helpdesk policies.
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Maintain MIS reports, record events, incidents, and their resolutions in logs, and follow up with customers on issue status.
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Share feedback, suggestions, and escalations with internal teams, identifying opportunities for process and service improvements.
Eligibility Criteria
Education
Graduation from a recognized university or institution.
Experience
1–3 years of experience in Service Desk, IT Support, or Helpdesk Operations (B2B support preferred).
Technical & Core Competence
Mandatory knowledge of TIS Service Desk, incident management, and ticket logging/tracking software. Understanding of TAT, SLA, and service delivery metrics. Strong troubleshooting ability for end-user software, hardware, and business applications.
How to Apply
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