Service Desk Analyst - L2

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Wipro Limited (NYSE : WIT, BSE : 507685, NSE : WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Overview

Role : The purpose of this role is to be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.

Responsibilities

• Provide helpdesk technical support for PC, Apple, or infrastructure issues.
• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues.
• Accurately and promptly record all-time in the ticketing system.
• Proactively manage ticket queue and ensure all ticket notes and statuses are up to date.
• Troubleshoot end-user technical issues and document steps up through resolution.
• Effectively multi-task to manage workload and collaborate on operational improvements.
• Document, take ownership of, and escalate issues as needed.
• Meet individual and team SLA targets.

Qualifications

Compensation and Benefits

Expected annual pay for this role ranges from $33,000 to $76,000. Based on the position, the role is eligible for Wipro's standard benefits including medical and dental benefits, disability insurance, paid time off (including sick leave), and other leave options.

Additional Information

Applications from people with disabilities are explicitly welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis.

For security and compliance, please note : if you encounter suspicious mail or job offers, contact helpdesk.recruitment@wipro.com. For concerns regarding unethical or unfair hiring practices, please contact ombuds.person@wipro.com.

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