Latest Job Updates – June 2025
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Job Role: Service Desk Analyst – L1
Location: Pune, India
Experience: Freshers/Experienced
Qualification: Any Graduate
Salary: ₹20,000 – ₹48,000 per month (estimated)
Job Description:
- Serve as the first point of contact for B2B users contacting Wipro Service Desk to troubleshoot end-user issues.
- Respond to queries via calls, portals, emails, and chats.
- Become familiar with each client and their respective applications and 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 the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreements (SLA), and hits.
- Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.
- Regularly manage Management Information System (MIS) and resolution logs 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, or escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes and procedures.
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