Wipro is hiring Service Desk Analysts to support its B2B customers by providing first-level technical support across calls, emails, portal requests and chat channels. This is a great opportunity for freshers and experienced candidates (0–4 years) looking to build a career in IT support and service operations.
Quick Info
Category
Details
Company
Wipro
Role
Service Desk Analyst
Experience
0–4 Years
Salary
Not Disclosed
Location
Chennai
Employment Type
Full-Time, Permanent
Department
Customer Success / Service Desk
Role Category
Voice / Blended Support
Openings
1
Mandatory Skill
TIS Service Desk
Education
Any Graduate / Any Postgraduate
Job Role Overview
As a Service Desk Analyst, you will be the first point of contact for Wipro’s enterprise customers, helping them resolve basic technical issues, troubleshooting, and providing timely support across multiple communication channels.
Your goal is to ensure excellent customer experience, meet SLA/TAT benchmarks, and manage service desk tickets efficiently.
Key Responsibilities
User Support & Customer Service
Provide first-level support to users via calls, emails, web portal, and chats.
Understand client applications, processes, software, and hardware.
Follow standard Service Desk procedures to troubleshoot issues.
Accurately log tickets in Wipro’s service desk tracking system.
Maintain TAT, SLA, and daily scorecard metrics as per SoW.
Escalate unresolved issues as per helpdesk policies.
Ticket & Query Management
Record incidents, problems, and resolutions in logs.
Monitor and update customer status, ensuring timely communication.
Share customer escalations, suggestions & feedback with internal teams.
Recommend improvements in processes and service desk operations.
Key Performance Indicators
Adherence to SLA & TAT
Low escalations
High customer satisfaction
Accurate documentation & attendance
Required Skills
Mandatory: TIS Service Desk
Excellent communication skills (voice & blended support)
Basic understanding of IT software, hardware, and troubleshooting
Customer-centric approach
Ability to multitask and manage tickets efficiently
Eligibility
Any Graduate
Any Postgraduate
Freshers and experienced candidates (0–4 years) can apply
Why Join Wipro?
Work with one of India’s leading IT service companies
Opportunity to learn advanced testing frameworks
Exposure to global clients and real-world QA environments
Excellent career growth for QA and automation roles
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