Wipro is hiring a Service Desk Analyst (L1) in Bengaluru to be the first point of contact for business users who reach the Wipro Service Desk. You will answer queries coming in by phone, portal, email and chat, troubleshoot end-user issues, and learn the client's applications, processes and common software and hardware. Every request must be logged accurately in the ticketing tool, and you will work to meet the agreed turnaround times and SLAs, escalating anything you cannot fix according to helpdesk policy.
The role also covers keeping resolution logs and MIS reports up to date, following up with users on open issues, passing customer feedback to the right teams and suggesting process improvements. Performance is measured on SLA adherence, low escalations and quality of documentation.
The key skill listed is service desk management. It suits graduates who communicate clearly and enjoy solving technical problems for users.