Service Desk Analyst L1

About the role

We are looking for a Service Desk Analyst (Level 1) to be the first point of contact for B2B users calling the Wipro Service Desk. The role involves troubleshooting end‑user issues, handling requests across multiple channels and ensuring service‑level targets are met.

Key responsibilities

• Receive and respond to user queries via phone, portal, email and chat.
• Become familiar with each client’s applications and processes to provide accurate support.
• Log all incidents and service requests in the designated ticketing system following standard procedures.
• Maintain scorecards and adhere to TAT, SLA and other contractual obligations.
• Escalate unresolved issues according to help‑desk policies and track their resolution.
• Maintain regular MIS reports and resolution logs, updating customers on status.
• Collect feedback, suggest process improvements and communicate them to internal teams.

Required profile

• Strong customer‑service orientation with the ability to handle multiple requests.
• Good communication skills and attention to detail.
• Ability to work in a fast‑paced B2B environment.

Required skills

• Experience with TIS Service Desk or similar ticketing tools.

What we offer

• Opportunity to work with a global digital transformation leader.
• Exposure to a variety of client applications and technologies.