SERVICE DESK ANALYST L2
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Job Description
SERVICE DESK ANALYST L2
City:
Pune
State/Province:
Maharashtra
Posting Start Date:
9/13/26
Wipro Limited (NYSE:
WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Role:
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with WiproâÃÂÃÂs Service Desk objectives
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Do:
Be responsible for primary user support and customer service
Respond to queries from all calls, portal, emails, chats from the client
Become familiar with each client and their respective applications/ processes
Learn fundamental operations of commonly-used software, hardware and other equipment
Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
Regular MIS & resolution log management on queries raised
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
Identify and suggest improvements on processes, procedures etc.
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Deliver:
No.
Performance Parameter
Measure
1.
Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
2.
Personal
Attendance
Documentation etc.
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Mandatory Skills:
TIS Service Desk .
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.
Frequently Asked Questions
How to apply for SERVICE DESK ANALYST L2 at Wipro?
Click the "Apply via CareerScan" button on this page.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
2 years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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SERVICE DESK ANALYST L2
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