Join Wipro as a Service Desk Analyst – Elevate Your Career Today!

Are you ready to take the next step in your career? Wipro, a global leader in IT services and consulting, is launching a recruitment drive for the position of Service Desk Analyst (L1) in Pune, Maharashtra. This is an exciting opportunity for fresh graduates and experienced professionals alike to join a dynamic team where you can enhance your skills and contribute to excellent customer service. As a Service Desk Analyst, you will be at the forefront of providing support and solutions to clients, ensuring their needs are met with efficiency and professionalism. With a focus on adherence to TAT and SLA, this role is perfect for those who are detail-oriented and passionate about customer experience. Don’t miss out on the chance to be part of a company that values innovation and growth!

Key Job Details

Company: Wipro
Job Title: Service Desk Analyst – L1
Location: Pune, Maharashtra, India
Education Requirement: Graduation
Employment Type: Full Time
Salary Package: As per Company Standards
Date Posted: June 9, 2025
Requisition ID: 48079

About the Role

The role of a Service Desk Analyst at Wipro is integral to maintaining the smooth operation of client services. As an L1 analyst, you will serve as the first point of contact for clients seeking assistance with their queries. Your responsibilities will include responding to queries through various channels such as calls, emails, and chats, while ensuring a high standard of customer service. Familiarity with client applications and processes will be essential, as will your ability to document incidents and resolutions meticulously. This role not only requires technical skills but also a keen understanding of customer needs and the ability to manage expectations effectively. You will be expected to adhere to service level agreements (SLA) and turnaround times (TAT), and work collaboratively with internal teams to escalate issues when necessary. Continuous learning and improvement will be part of your journey, as you will have the opportunity to suggest enhancements to existing processes and procedures.

Required Skills

Adherence to TAT and SLA: It’s crucial to meet predefined timelines and service level agreements, ensuring customer satisfaction.
Minimal Escalation: Ability to resolve issues promptly and efficiently, escalating only when necessary.
Customer Experience Focus: A commitment to providing excellent customer service and handling inquiries professionally.
Documentation Skills: Accurate logging of service desk tickets and maintaining records of issues and resolutions.
Technical Proficiency: Familiarity with commonly-used software and hardware to assist clients effectively.

Responsibilities

Respond to Client Queries: Efficiently handle queries from all communication channels, ensuring timely resolution.
Familiarization with Client Processes: Understand each client’s applications and services to provide tailored support.
Service Desk Procedures: Log all service desk tickets accurately using the designated tracking software.
Maintain Scorecard: Ensure that performance metrics are achieved in line with service delivery expectations.
Feedback Management: Relay customer feedback, suggestions, and escalations to the relevant internal teams.

Why Join Wipro

Wipro is renowned for its inclusive and innovative company culture. Employees are encouraged to think outside the box and contribute to a collaborative environment. The company offers numerous benefits, including competitive salaries, health and wellness programs, and opportunities for professional development. With a commitment to employee growth, Wipro provides various training programs and career advancement pathways. Joining Wipro means being part of a forward-thinking organization that values diversity and fosters a sense of belonging.

Industry Trends

The IT services sector is evolving rapidly, with customer support roles becoming increasingly vital to business success. As companies strive to enhance customer experiences, the demand for skilled Service Desk Analysts is on the rise. This position not only offers stability but also paves the way for career growth in a booming industry. In 2025, the best jobs for freshers will include roles that combine technical skills with customer engagement, making this opportunity at Wipro timely and valuable. By joining Wipro, you will position yourself at the forefront of industry trends, gaining experience and skills that are highly sought after in the job market.