About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global technology services and consulting company headquartered in Bangalore, India. Established in 1945, Wipro has grown to become one of India’s largest IT services companies, employing over 230,000 professionals across 65 countries worldwide. The company specializes in providing comprehensive digital transformation solutions, consulting services, and business process management to clients across various industries including banking, healthcare, retail, manufacturing, and telecommunications.
Wipro’s service portfolio encompasses a wide range of offerings including cloud computing, artificial intelligence, cybersecurity, data analytics, Internet of Things (IoT), and enterprise application services. The company is committed to innovation and sustainability, helping businesses leverage technology to achieve their strategic objectives while maintaining environmental responsibility. Wipro’s strong focus on research and development has positioned it as a leader in emerging technologies, making it an ideal workplace for fresh graduates seeking to build careers in the IT sector.
Job Description
The Service Desk Analyst L1 position at Wipro represents an excellent entry-level opportunity for fresh graduates to begin their careers in IT support and customer service. As a Service Desk Analyst, you will be the first point of contact for users experiencing technical issues, providing essential support that ensures smooth business operations for Wipro’s clients. This role involves troubleshooting hardware and software problems, managing support tickets, and maintaining high levels of customer satisfaction through effective communication and problem-solving skills.
The position offers comprehensive training and development programs, allowing freshers to gain valuable experience in IT service management while working with cutting-edge technologies and global clients. Wipro’s structured career progression paths provide opportunities for advancement into specialized technical roles or management positions based on performance and individual career goals. The company’s inclusive work culture and emphasis on continuous learning make it an ideal environment for young professionals to develop their skills and build successful careers in the technology industry.
Job Overview
| Category | Details |
|---|---|
| Job Title | Service Desk Analyst L1 |
| Job Type | Full Time |
| Location | India (Multiple Locations) |
| Experience | Fresher (0-2 years) |
Roles & Responsibilities
- Primary User Support: Respond to user queries through various channels including phone calls, emails, chat support, and portal tickets. Provide prompt and accurate technical assistance to ensure minimal disruption to business operations.
- Ticket Management: Accurately log all service desk tickets using the defined tracking software, ensuring proper documentation of issues, troubleshooting steps, and resolutions. Maintain detailed records of all support interactions.
- Technical Troubleshooting: Diagnose and resolve hardware and software issues related to commonly-used applications, operating systems, and peripheral devices. Follow standard operating procedures to ensure consistent service delivery.
- Client Relationship Management: Build strong relationships with clients by understanding their specific applications, processes, and requirements. Provide personalized support that addresses their unique technical needs.
- SLA Compliance: Maintain Service Level Agreement (SLA) compliance by ensuring timely resolution of tickets and meeting defined turnaround time (TAT) targets. Monitor and manage performance metrics to achieve scorecard objectives.
- Process Improvement: Identify opportunities for process improvements and suggest enhancements to existing procedures. Contribute to the development of best practices and knowledge base articles.
- Escalation Management: Properly escalate complex issues to higher-level support teams when necessary, ensuring smooth handoff and follow-up until resolution. Maintain clear communication with all stakeholders throughout the escalation process.
- MIS Reporting: Generate regular management information system (MIS) reports on ticket volumes, resolution times, and customer satisfaction metrics. Use data-driven insights to improve service delivery.
Eligibility Criteria & Skills
- Educational Qualification: Bachelor’s degree in Computer Science, Information Technology, Electronics, or related fields from recognized institutions. Fresh graduates with strong academic records are encouraged to apply.
- Technical Knowledge: Basic understanding of computer hardware, software applications, operating systems (Windows, Linux, macOS), and networking concepts. Familiarity with common office productivity tools and business applications.
- Customer Service Skills: Excellent communication skills with the ability to explain technical concepts to non-technical users. Patient and empathetic approach to customer interactions, ensuring positive user experiences.
- Problem-Solving Abilities: Strong analytical and troubleshooting skills with the ability to diagnose issues systematically and implement effective solutions. Logical thinking and attention to detail are essential.
- Software Proficiency: Familiarity with CRM systems, help desk ticketing software, and remote support tools. Ability to quickly learn and adapt to new software applications and support platforms.
- Teamwork and Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues. Strong interpersonal skills for collaborating with cross-functional teams.
- Time Management: Excellent organizational skills with the ability to prioritize tasks and manage multiple support requests simultaneously. Strong sense of urgency and commitment to meeting deadlines.
- Language Skills: Proficiency in English (both written and verbal) is mandatory. Additional language skills may be advantageous for supporting diverse client bases.
How to Apply for Wipro Recruitment 2025?
- Visit the official Wipro careers website at https://careers.wipro.com
- Search for the Service Desk Analyst L1 position using the job ID or keyword search
- Click on the job listing to view complete details and requirements
- Prepare your updated resume highlighting relevant skills and academic achievements
- Complete the online application form with accurate personal and educational information
- Upload your resume and any required documents (academic certificates, ID proof)
- Submit your application and note the application reference number for future tracking
- Monitor your email regularly for communication regarding interview schedules and selection process updates
- Prepare for the selection process which may include aptitude tests, technical assessments, and HR interviews
- Follow up on your application status through the careers portal or contact Wipro’s recruitment team if needed
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