Wipro Limited is actively hiring for multiple roles under its 2026 recruitment drive, including the position of Service Desk Analyst L2. This is a great opportunity for candidates with 1–3 years of experience who want to build a career in IT support and service desk operations.
If you have hands-on experience in TIS Service Desk operations and strong communication skills, this role can help you grow in a global IT environment.
About Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company. It leverages advanced technologies such as cloud computing, analytics, hyper-automation, robotics, and artificial intelligence to help businesses transform digitally. Working at Wipro means being part of an innovation-driven culture that prioritizes client satisfaction and continuous improvement.
Job Overview
| Job Role | Location | Experience | Status |
|---|---|---|---|
| Service Desk Analyst L2 | Chennai | 1–3 Years | Open (Immediate Hiring) |
Other roles are also available in Mumbai and Gurgaon under different job categories.
Job Description: Service Desk Analyst L2
The Service Desk Analyst L2 will act as the first point of contact for B2B users interacting with Wipro’s service desk. The role focuses on handling user queries, troubleshooting technical issues, and ensuring timely resolution as per defined SLAs.
You will interact with users through multiple channels such as calls, emails, chat, and portals, while maintaining proper ticket logging and resolution tracking.
Roles and Responsibilities
User Support
- Provide primary technical support to B2B clients
- Ensure high levels of customer satisfaction
Incident Management
- Handle queries via calls, emails, chats, and portals
- Log tickets accurately and track them to closure
Troubleshooting
- Understand basic hardware and software operations
- Diagnose and resolve user issues efficiently
SLA & TAT Management
- Maintain service levels as per Statement of Work (SoW)
- Ensure timely resolution within defined TAT
Escalation Handling
- Escalate unresolved issues within the helpdesk framework
- Follow proper escalation protocols
Documentation & Reporting
- Record incidents, resolutions, and updates in logs
- Maintain MIS reports and documentation
Feedback & Improvement
- Share user feedback with internal teams
- Suggest improvements in service desk processes
Skills and Eligibility Criteria
Educational Qualification
- B.E / B.Tech in relevant discipline
Experience
- 1 to 3 years of experience in Service Desk or IT Support
Mandatory Skills
- Experience in TIS (Technology Infrastructure Services) Service Desk
Technical Skills
- Knowledge of ticketing tools like ServiceNow or Remedy
- Familiarity with ITIL processes
Soft Skills
- Strong verbal and written communication
- Ability to handle customer queries professionally
Process Knowledge
- Understanding of service desk workflows and SOPs
- Ability to suggest process improvements
Selection Process
The recruitment process at Wipro generally includes the following stages:
1. Resume Screening
- Shortlisting based on relevant experience
2. Online Assessment
- Technical aptitude test
- English communication test (Versant)
3. Technical Interview
- Questions on troubleshooting
- Ticketing tools (ServiceNow, Remedy)
- ITIL concepts
4. HR Interview
- Discussion on shifts (24/7 support environment)
- Salary negotiation and final selection
Job Locations
- Chennai – Service Desk Analyst roles
- Mumbai – Developer L1 roles
- Gurgaon – Application Developer roles
How to Apply
Interested candidates can apply directly through the official Wipro careers portal using the link below:
Apply Here: https://careers.wipro.com/job/Pune-SERVICE-DESK-ANALYST-L1-IND-411005/160508-en_US/
It is recommended to apply as early as possible since positions are being filled on an urgent basis.
Frequently Asked Questions
Is this role open for freshers?
No, this role requires 1–3 years of experience.
What is TIS Service Desk?
TIS stands for Technology Infrastructure Services, which involves managing and supporting IT infrastructure for clients.
Are B.Sc or BCA candidates eligible?
The current requirement specifies B.E/B.Tech. However, Wipro may consider B.Sc/BCA candidates for certain L1 roles depending on the job.
Is this a rotational shift job?
Yes, candidates should be open to 24/7 shift environments.
