Service Desk Analyst L2 at Wipro, Hyderabad
About the job
Wipro is hiring a Service Desk Analyst L2 in Hyderabad. The role is the first point of contact for B2B users who call the Wipro Service Desk with end-user issues. It needs 1 to 3 years of experience and the mandatory skill TIS Service Desk.
You will answer queries from calls, the portal, emails and chats. You will log tickets, meet TAT and SLA targets and escalate issues that you cannot resolve.
Job Details
- Company: Wipro
- Role: Service Desk Analyst L2
- Location: Hyderabad, Telangana
- Experience: 1 to 3 years
- Salary: Not disclosed
- Mandatory skill: TIS Service Desk
- Support channels: Calls, portal, emails and chats
- Posting start date: 10 November 2026
What You’ll Do
- Act as the first point of contact for B2B users who call the Wipro Service Desk.
- Troubleshoot end-user issues in line with Wipro’s service desk objectives.
- Respond to queries from calls, the portal, emails and chats from the client.
- Learn each client and their applications and processes.
- Learn how commonly used software, hardware and other equipment work.
- Log every service desk ticket accurately in the defined tracking software, following standard operating procedures.
- Maintain the scorecard as per the SoW for TAT, SLA and hits.
- Manage queries and escalate unresolved ones as per helpdesk policies and framework.
- Maintain regular MIS and a resolution log for queries raised.
- Record events, problems and their resolution in logs.
- Follow up and update customers on status and information.
- Pass customer feedback, suggestions and escalations to the right internal team.
- Suggest improvements to processes and procedures.
What You Need
- 1 to 3 years of experience.
- TIS Service Desk skill (mandatory).
- Ability to handle user support and customer service across calls, portal, email and chat.
- Working knowledge of ticketing and tracking tools.
- Understanding of TAT, SLA and escalation processes.
How Your Performance Is Measured
- Service desk delivery: Adherence to TAT and SLA as per the SoW, minimal escalation and customer experience.
- Personal: Attendance and documentation.
How to Apply
- Check that you have 1 to 3 years of service desk experience.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
Before You Apply
- Check your resume shows TIS Service Desk experience, ticketing tools and SLA handling.
- The posting does not state the shift, work mode or qualification. Confirm these during the application process.
- Wipro warns about fake job offers. Report suspicious offers to helpdesk.recruitment@wipro.com. Do not send your resume to this address.
Skills
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Job Details
About Wipro
Wipro Limited is a global technology services and consulting company. It works across consulting, design, engineering and operations. Wipro states that it has over 230,000 employees and business partners across 65 countries.
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JobsInHyd is a job discovery platform and is not the employer or recruiter for this position. Job details are sourced from the original application source and may change. Please verify the latest information before applying.
JobsInHyd does not guarantee hiring outcomes.Wipro is hiring a Service Desk Analyst L2 in Hyderabad. The role is the first point of contact for B2B users who call the Wipro Service Desk with end-user issues. It needs 1 to 3 years of experience and the mandatory skill TIS Service Desk.
You will answer queries from calls, the portal, emails and chats. You will log tickets, meet TAT and SLA targets and escalate issues that you cannot resolve.
Job Details
- Company: Wipro
- Role: Service Desk Analyst L2
- Location: Hyderabad, Telangana
- Experience: 1 to 3 years
- Salary: Not disclosed
- Mandatory skill: TIS Service Desk
- Support channels: Calls, portal, emails and chats
- Posting start date: 10 November 2026
What You’ll Do
- Act as the first point of contact for B2B users who call the Wipro Service Desk.
- Troubleshoot end-user issues in line with Wipro’s service desk objectives.
- Respond to queries from calls, the portal, emails and chats from the client.
- Learn each client and their applications and processes.
- Learn how commonly used software, hardware and other equipment work.
- Log every service desk ticket accurately in the defined tracking software, following standard operating procedures.
- Maintain the scorecard as per the SoW for TAT, SLA and hits.
- Manage queries and escalate unresolved ones as per helpdesk policies and framework.
- Maintain regular MIS and a resolution log for queries raised.
- Record events, problems and their resolution in logs.
- Follow up and update customers on status and information.
- Pass customer feedback, suggestions and escalations to the right internal team.
- Suggest improvements to processes and procedures.
What You Need
- 1 to 3 years of experience.
- TIS Service Desk skill (mandatory).
- Ability to handle user support and customer service across calls, portal, email and chat.
- Working knowledge of ticketing and tracking tools.
- Understanding of TAT, SLA and escalation processes.
How Your Performance Is Measured
- Service desk delivery: Adherence to TAT and SLA as per the SoW, minimal escalation and customer experience.
- Personal: Attendance and documentation.
How to Apply
- Check that you have 1 to 3 years of service desk experience.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
Before You Apply
- Check your resume shows TIS Service Desk experience, ticketing tools and SLA handling.
- The posting does not state the shift, work mode or qualification. Confirm these during the application process.
- Wipro warns about fake job offers. Report suspicious offers to helpdesk.recruitment@wipro.com. Do not send your resume to this address.