Wipro is Hiring for Service Desk Analyst Role Apply Online

Wipro is Hiring for Service Desk Analyst Role Apply Online

Role Purpose

  • Be the first point of contact for B2B users encountering issues.
  • Troubleshoot problems in line with Wipro’s Service Desk objectives.


  • Primary User Support & Customer Service:
    • Respond to inquiries from calls, emails, chats, and portals.
    • Become familiar with each client and their applications/processes.
  • Technical Expertise:
    • Learn fundamental operations of commonly used software, hardware, and equipment.
  • Service Desk Procedures:
    • Follow standard procedures by accurately logging tickets in the tracking software.
    • Ensure scorecard is maintained regarding TAT, SLA, and hits as per SoW.
  • Issue Resolution:
    • Manage all queries or escalate them if needed according to defined policies.
  • Reporting & Documentation:
    • Maintain regular MIS & resolution logs on raised queries.
    • Record events, problems, and their resolutions in logs.
    • Follow-up and update customer status and information.
  • Feedback & Improvement:
    • Pass on customer feedback, suggestions, and escalations to the appropriate team.
    • Identify and suggest improvements on processes and procedures.

Stakeholder Interaction

Stakeholder TypeStakeholder IdentificationPurpose of Interaction
InternalTeam Lead (Service Desk)Regular reporting & updates
InternalCore Service Delivery TeamAdherence to SD SoW
ExternalClientsHandle issues/queries

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  • Functional Competencies/ Skills
    • Process Excellence (Competent to Expert)
    • Domain Knowledge (Competent to Expert)

Competency Levels

  • Foundation: Basic knowledge, requires support and guidance.
  • Competent: Consistent demonstration of the competency without guidance.
  • Expert: Applies the competency in all situations and guides others.
  • Master: Coaches others and builds competency within the organization.
  • Behavioral Competencies
    • Effective Communication
    • Detail Oriented
    • Change Agility
    • Client Centricity
    • Execution Excellence
    • Passion for Results


  • Performance Parameters
    • Service Desk Delivery (adherence to TAT, SLA, minimal escalation, customer experience)
    • Personal (attendance, documentation)

Apply Online

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