Service Desk Analyst - L1
Wipro
5 - 10 years
Coimbatore
Posted: 13/08/2025
Job Description
Primary Skill: Fluent Communication
Secondary Skill: Core Windows Technical KnowledgeSkills
Education: Graduation Mandatory
Job Description
Role
1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
3. Identify and escalate tickets requiring urgent attention and action
4. Log all contacts and document all the activities and results accurately and completely within the incident management tool
5. Deal with and resolve helpdesk requests
6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner
7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles
8. Open to working in a 24x7 environment with rotating shifts and rotating weeks off (night shifts included)
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Responsibility
1. Be responsible for primary user support and customer service
a. Respond to queries from all calls, portal, emails, chats from the client
b. Become familiar with each client and their respective applications/ processes
c. Learn fundamental operations of commonly-used software, hardware and other equipment
d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
2. Regular MIS & resolution log management on queries raised
a. Record events and problems and their resolution in logs
b. Follow-up and update customer status and information
c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
d. Identify and suggest improvements on processes, procedures etc
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Deliver
| No | Performance Parameter | Measure |
| 1 | Service Desk Delivery |
|
| 2 | Personal |
|
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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.
About Company
Wipro Limited is a global information technology, consulting, and business process services company based in India. Founded in 1945, Wipro provides a wide range of services, including software development, IT infrastructure management, and business consulting. The company serves various industries, such as banking, healthcare, and manufacturing, and is known for its focus on innovation and sustainability. With a presence in over 50 countries, Wipro is recognized for its commitment to quality and customer satisfaction.
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