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Wipro, a global leader in IT services and consulting, has announced openings for Service Desk Analyst roles. This position is ideal for fresh graduates as well as professionals with up to 4 years of experience in IT support and customer success.
🏥 Job Title
Service Desk Analyst – Wipro
📌 Job Overview
- Position: Service Desk Analyst
- Company: Wipro
- Experience Required: 0 – 4 years
- Employment Type: Full-Time, Permanent
- Industry: IT Services & Consulting
- Department: Customer Success, Service & Operations
- Role Category: Technical Support – Voice / Blended
- Mandatory Skill: TIS Service Desk
📑 Job Details
Role Purpose
The Service Desk Analyst will be the first point of contact for B2B users, providing support via calls, emails, chats, and portals. The role requires troubleshooting end-user issues, ensuring SLA compliance, and maintaining a high level of customer satisfaction.
Responsibilities
- Respond to queries from calls, emails, portal, and chat.
- Gain knowledge of client-specific applications and processes.
- Learn fundamental operations of hardware/software.
- Accurately log service desk tickets in tracking systems.
- Maintain SLA and TAT as per contract requirements.
- Resolve queries or escalate per helpdesk policies.
- Maintain logs of queries and solutions (MIS reporting).
- Share customer feedback and suggestions with internal teams.
- Identify process improvement opportunities.
✅ Eligibility Criteria
- Education: Any Graduate / Postgraduate.
- Experience: 0–4 years in IT support or service desk.
- Skills Required:
- Knowledge of IT systems and troubleshooting.
- Strong communication and problem-solving.
- Ability to follow defined helpdesk policies.
- Willingness to work in voice/blended technical support.
🎯 Roles & Responsibilities
- Provide primary user support for client queries.
- Log and track all tickets in helpdesk system.
- Ensure compliance with SLAs and performance scorecards.
- Manage incident resolution and escalate unresolved cases.
- Regularly update MIS reports for management.
- Suggest improvements to enhance service quality.
⚖️ Selection Process
- Application Submission – Apply via Wipro Careers or job portals.
- Shortlisting – Based on resume and skills.
- Assessment/Online Test – Communication, IT knowledge, and aptitude.
- Technical Interview – IT troubleshooting and customer support scenarios.
- HR Round & Offer Letter.
📝 How to Apply
- Visit Wipro Careers website or leading job portals.
- Search for Service Desk Analyst openings.
- Register/Login and submit your application.
- Attach your updated resume with IT support skills highlighted.
- Prepare for online tests and interviews.
🎁 Benefits
- Permanent role with global IT leader Wipro.
- Exposure to international clients and IT service operations.
- On-the-job training in IT tools and systems.
- Career growth in IT support, system administration, and customer success.
- Employee benefits including health insurance, PF, and paid leave.
❓ FAQs
Q1: Who can apply for Service Desk Analyst at Wipro?
➡️ Any graduate or postgraduate with 0–4 years of IT support experience.
Q2: What is the mandatory skill?
➡️ TIS Service Desk knowledge is required.
Q3: Is prior experience necessary?
➡️ No, freshers can also apply.
Q4: What is the job type?
➡️ Full-time, permanent employment.
Q5: What will I do in this role?
➡️ Provide technical support, log tickets, troubleshoot queries, and escalate when required.