SERVICE DESK ANALYST L0(CONTRACT)

Wipro Limited · Trivandrum

Source and collection record

Last observed by our collector: 9 October 2026 at 12:31 am IST. This is not a manual review or a confirmation from the employer.

Employer requisition: 205201

Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.

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Collected role description

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 ͏ 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. ͏ 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. ͏ ͏ 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. • Providing a Single Point of Contact (SPOC) for assistance with IT services under scope • Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool) using the ticketing tool. • 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.