Job description

The Service Desk Analyst L2 (Contract) at Wipro is responsible for serving as the first point of contact for B2B users, providing primary support and customer service for end-user IT issues in line with Wipro’s Service Desk objectives. The role requires handling inquiries through calls, portal, email, and chat, becoming familiar with client-specific applications and processes, learning fundamental operations of commonly-used software, hardware, and other equipment, and following standard service desk operating procedures. The analyst accurately logs all service desk tickets, maintains MIS and resolution logs, tracks adherence to SLA and TAT, manages escalations as per helpdesk policies, and identifies opportunities for process and procedure improvements. The position emphasizes minimal escalation, strong customer experience, attendance, and accurate documentation.