Job Overview:
| Job Role | Service Desk Analyst L2 |
| Job Type | Full Time |
| Experience | Experienced (1 – 3 Years) |
| Qualification | B.E / B.Tech in a relevant field |
| Year of Passing | Recent Batches |
| Salary | 5.1 LPA – 5.9 LPA (Estimated) |
| Job Location | Chennai |
| Last Date | Apply Before the link Expires |
Wipro Hiring For Service Desk Analyst
About Company :
Wipro Limited is a leading global information technology, consulting, and business process services company. Wipro harnesses the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help clients adapt to the digital world. Joining Wipro means working with a company that values innovation and customer satisfaction.
Official Company Website : www.wipro.com
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Wipro Hiring For Service Desk Analyst Position:
Job Description :
For the Wipro Recruitment 2026 drive, the primary focus is on the Service Desk Analyst L2 role based in Chennai. The purpose of this role is to act as the first point of contact for B2B users calling the Wipro Service Desk. You will be responsible for troubleshooting end-user issues and ensuring they are resolved in line with Wipro’s objectives.
You will respond to queries via calls, portals, emails, and chats, ensuring that the scorecard is maintained as per the Statement of Work (SoW) regarding TAT and SLA. This role requires accurately logging all tickets and managing the resolution process efficiently.
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Roles and Responsibilities :
As a Service Desk Analyst L2 at Wipro, your key responsibilities will include:
- User Support: Being responsible for primary user support and customer service for B2B clients.
- Incident Management: Responding to queries from all channels (calls, emails, chats) and logging tickets accurately.
- Troubleshooting: Learning fundamental operations of software/hardware to troubleshoot issues effectively.
- SLA Management: Ensuring that the scorecard is maintained as per SoW with respect to Turn Around Time (TAT) and Service Level Agreements (SLA).
- Escalation: Managing queries or escalating them if not resolved within the defined helpdesk framework.
- Documentation: Recording events, problems, and their resolutions in logs; maintaining MIS reports.
- Feedback Loop: Passing on customer feedback and suggestions to the appropriate internal teams.
Skills and Eligibility Criteria :
To be eligible for Wipro Recruitment 2026 (Service Desk Analyst L2), candidates must meet the following criteria:
- Educational Background: B.E / B.Tech in a relevant field.
- Experience: 1 – 3 Years of relevant experience.
- Mandatory Skills: Experience in TIS Service Desk operations.
- Operational Skills: Familiarity with standard service desk operating procedures and tracking software.
- Soft Skills: Strong communication skills to handle client queries and follow up on customer status.
- Process Knowledge: Ability to identify and suggest improvements in processes and procedures.
Selection Process :
The selection process for Wipro typically includes:
- Resume Screening: Shortlisting based on Service Desk experience (1-3 years).
- Online Assessment: Technical aptitude and English communication test (Versant).
- Technical Interview: Questions on troubleshooting, ticketing tools (ServiceNow/Remedy), and ITIL concepts.
- HR Interview: Discussion on shift flexibility (24/7 support) and salary negotiation.
How to Apply for Wipro Recruitment 2026?
Interested and eligible candidates can apply for these positions online by following the link below. We recommend applying as soon as possible.
