About the job
Wipro is hiring a Service Desk Analyst L2 for its Hyderabad location. The role involves providing first-line support to business-to-business (B2B) users who contact the service desk with technical or application-related issues. The selected candidate will handle queries received through calls, portals, emails and chats, maintain service desk records, and resolve or escalate issues according to established procedures.
Candidates should have 1–3 years of experience and knowledge of TIS Service Desk. The role requires customer service skills, accurate ticket documentation, adherence to service-level agreements (SLAs), and effective communication with users and internal teams.
Job Details
- Company: Wipro Limited
- Role: Service Desk Analyst L2
- Experience: 1–3 years
- Salary: Not disclosed
- Location: Hyderabad, Telangana
- Employment type: Not specified in the supplied listing
- Work type: Not specified
- Industry: Technology Services and Consulting
- Mandatory skill: TIS Service Desk
- Posting start date: October 16, 2026
What You’ll Do
- Act as the first point of contact for B2B users contacting the Wipro Service Desk.
- Respond to user queries received through calls, portals, emails and chats.
- Provide primary user support and customer service in line with service desk objectives.
- Become familiar with client-specific applications, processes and commonly used software, hardware and equipment.
- Log service requests and incidents accurately using the designated ticket-tracking system.
- Resolve user queries or escalate unresolved issues according to established helpdesk policies and procedures.
- Maintain management information system (MIS) reports, resolution logs and records of events, problems and their resolutions.
- Follow up with customers and keep their status and information updated.
- Share customer feedback, suggestions and escalations with the appropriate internal teams.
- Identify opportunities to improve service desk processes and procedures.
What You Need
- 1–3 years of relevant experience.
- Knowledge of TIS Service Desk, listed as a mandatory skill.
- Ability to handle customer queries and provide user support.
- Ability to maintain accurate service tickets, resolution logs and documentation.
- Understanding of service desk procedures, issue escalation and customer follow-up.
- Ability to work toward turnaround time (TAT), service-level agreement (SLA) and other service delivery targets.
Key Performance Expectations
- Service delivery: Meet TAT and SLA requirements defined in the Statement of Work (SoW).
- Issue management: Resolve queries effectively and minimise avoidable escalations.
- Customer experience: Provide consistent support and keep users informed about their issues.
- Personal performance: Maintain attendance and complete required documentation.
About Wipro
Wipro Limited is a technology services and consulting company that provides consulting, design, engineering and operations services to support clients’ digital transformation needs.
Before You Apply
- Update your resume to highlight relevant service desk experience and customer support responsibilities.
- Be prepared to explain how you record tickets, troubleshoot user issues, manage escalations and follow service-level targets.
- Review your experience with service desk tools, client applications and support procedures, particularly those relevant to TIS Service Desk.
- Check the official Wipro careers listing for the latest role details and application status before applying.
Job Details
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JobsInHyd does not guarantee hiring outcomes.About Wipro Limited
Wipro Limited is a technology services and consulting company offering consulting, design, engineering and operations services.
Wipro is hiring a Service Desk Analyst L2 for its Hyderabad location. The role involves providing first-line support to business-to-business (B2B) users who contact the service desk with technical or application-related issues. The selected candidate will handle queries received through calls, portals, emails and chats, maintain service desk records, and resolve or escalate issues according to established procedures.
Candidates should have 1–3 years of experience and knowledge of TIS Service Desk. The role requires customer service skills, accurate ticket documentation, adherence to service-level agreements (SLAs), and effective communication with users and internal teams.
Job Details
- Company: Wipro Limited
- Role: Service Desk Analyst L2
- Experience: 1–3 years
- Salary: Not disclosed
- Location: Hyderabad, Telangana
- Employment type: Not specified in the supplied listing
- Work type: Not specified
- Industry: Technology Services and Consulting
- Mandatory skill: TIS Service Desk
- Posting start date: October 16, 2026
What You’ll Do
- Act as the first point of contact for B2B users contacting the Wipro Service Desk.
- Respond to user queries received through calls, portals, emails and chats.
- Provide primary user support and customer service in line with service desk objectives.
- Become familiar with client-specific applications, processes and commonly used software, hardware and equipment.
- Log service requests and incidents accurately using the designated ticket-tracking system.
- Resolve user queries or escalate unresolved issues according to established helpdesk policies and procedures.
- Maintain management information system (MIS) reports, resolution logs and records of events, problems and their resolutions.
- Follow up with customers and keep their status and information updated.
- Share customer feedback, suggestions and escalations with the appropriate internal teams.
- Identify opportunities to improve service desk processes and procedures.
What You Need
- 1–3 years of relevant experience.
- Knowledge of TIS Service Desk, listed as a mandatory skill.
- Ability to handle customer queries and provide user support.
- Ability to maintain accurate service tickets, resolution logs and documentation.
- Understanding of service desk procedures, issue escalation and customer follow-up.
- Ability to work toward turnaround time (TAT), service-level agreement (SLA) and other service delivery targets.
Key Performance Expectations
- Service delivery: Meet TAT and SLA requirements defined in the Statement of Work (SoW).
- Issue management: Resolve queries effectively and minimise avoidable escalations.
- Customer experience: Provide consistent support and keep users informed about their issues.
- Personal performance: Maintain attendance and complete required documentation.
About Wipro
Wipro Limited is a technology services and consulting company that provides consulting, design, engineering and operations services to support clients’ digital transformation needs.
Before You Apply
- Update your resume to highlight relevant service desk experience and customer support responsibilities.
- Be prepared to explain how you record tickets, troubleshoot user issues, manage escalations and follow service-level targets.
- Review your experience with service desk tools, client applications and support procedures, particularly those relevant to TIS Service Desk.
- Check the official Wipro careers listing for the latest role details and application status before applying.