Service Desk Analyst - L3

Wipro

3 - 5 years

Pune

Posted: 28/06/2025

Job Description

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.

Job Description

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 Wipro’s 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: Service Desk Management .

 

Experience: 3-5 Years .

Quality Analyst

3+ year(s) experience as Quality analyst in Service desk and Infrastructure support environment

Should have knowledge in Service Desk and Infrastructure Support Operations

Should have analytical & reasoning skills

Ability to create Weekly & Monthly Quality reports for the management review

Ability to analyze large amounts of data and draw out meaningful, actionable summaries

Expertise in Microsoft Excel & PowerPoint

Collaborates well & Effective communicator at all levels

Should have effective coaching skills

 

Roles & Responsibilities

 

  • Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.
  • Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever it’s required.
  • Responsible for generating daily, weekly & monthly reports for internal purposes.
  • Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
  • Calibrate cases internally with the team to ensure minimum difference in the ratings.
  • Conduct regular huddles with the teams/ training batches to share client expectations and trends observed.
  • Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
  • Liaise with the customer counterparts, for any/all KT’s that happen.
  • RCA on Fatal Errors and provide inputs for further training needs.
  • Suggest Quality improvement plan.
  • Refresher training to be conducted based on the top defects identified.
  • Help in updating the Knowledge base.

 

Educational Qualification:

Any degree (Minimum Graduation)

 

Relevant Knowledge

Six sigma – Yellow / Green Belt (added advantage)

ITIL training & certification is preferrable

 

Note: à Fluent in spoken English is a mandate.

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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