SERVICE DESK ANALYST L0(CONTRACT)

Job Title: SERVICE DESK ANALYST L0(CONTRACT)

City: Trivandrum

State/Province: Kerala

Posting Start Date: 9/9/26

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 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

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Personal

Attendance

Documentation etc.

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• Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool) using the ticketing tool. • Recording, tracking, and updating incident ticket information in the service desk tool. • Ensure activity details are updated in the tool by the respective support groups. • Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications • Local Language - Malayalam /English-speak fluently

Mandatory Skills: Service Desk Management .

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.