Service Desk Analyst - L1

Job Title: Service Desk Analyst - L1 Location: Mysore, India Company: Wipro Limited About Wipro: Wipro Limited is a global leader in technology services and consulting, delivering innovative solutions that address complex digital transformation challenges. With over 230,000 employees worldwide, we empower clients to achieve their boldest ambitions and build future-ready, sustainable businesses. Role Purpose: As the first point of contact for B2B users, the Service Desk Analyst - L1 is responsible for troubleshooting end-user issues in alignment with Wipro s Service Desk objectives, ensuring prompt resolution and excellent customer service. Key Responsibilities: User Support & Customer Service: Respond promptly to queries received via calls, portal, emails, and chats. Develop familiarity with clients applications and processes. Understand fundamental operations of commonly used software, hardware, and other equipment. Follow standard service desk procedures to accurately log all tickets using the defined tracking tools. Maintain scorecards in line with Statement of Work (SoW) parameters such as Turnaround Time (TAT), Service Level Agreements (SLA), and ticket volume. Manage all queries effectively or escalate unresolved issues according to helpdesk policies. MIS & Resolution Log Management: Record incidents, problems, and resolutions systematically in logs. Follow up with users to provide updates and maintain communication. Relay feedback, suggestions, or escalations to appropriate internal teams. Identify opportunities for process and procedure improvements. Performance Metrics: Parameter Service Desk Delivery Measure Adherence to TAT, SLA per SoW, minimal escalations, customer satisfaction Parameter Personal Measure Attendance, proper documentation Mandatory Skills: Experience with TIS Service Desk tools and processes. Join a purpose-driven, innovative organization that fosters reinvention at every level. At Wipro, you can grow your career, work with cutting-edge technology, and be part of an inclusive culture that values diversity. We welcome applications from candidates of all backgrounds, including persons with disabilities.