Service Desk Analyst – L1 Job at Wipro Hyderabad | Entry-Level IT Support Role 2025
Service Desk Analyst – L1 at Wipro (Hyderabad) | Apply Now
Requisition ID: 49053
Job Location: Hyderabad, India
Experience Level: Entry to Intermediate
Functional Area: IT Support / Technical Helpdesk
Company: Wipro Limited
About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting, enabling enterprises to adapt, grow, and excel in a digital-first world. With more than 230,000 professionals across 65+ countries, Wipro offers end-to-end digital transformation solutions by integrating consulting, design, engineering, and operations.
Wipro empowers organizations to address complex business and technology challenges by offering scalable solutions rooted in innovation and a deep commitment to customer success. As a purpose-driven company, Wipro encourages diversity, reinvention, and sustainability, making it an ideal workplace for professionals ready to drive change.
Position Overview: Service Desk Analyst – L1
Wipro is actively seeking a Service Desk Analyst – L1 to join its dynamic IT support team in Hyderabad. This role is the first line of contact for enterprise users (B2B clients) seeking technical support and troubleshooting services. As a Service Desk Analyst, your responsibilities will revolve around addressing technical queries, resolving end-user issues, documenting resolutions, and ensuring an excellent customer experience.
This is a fantastic opportunity for professionals who are passionate about IT support, user assistance, and service delivery excellence. You will be part of a highly skilled team that plays a pivotal role in supporting Wipro’s clients globally, providing proactive resolutions and adhering to service-level agreements (SLAs).
Key Responsibilities
1. Primary Technical Support and Issue Resolution
As the initial point of contact for IT users, your day-to-day responsibilities include:
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Handling inbound queries via calls, emails, chat, and ticketing portals from B2B clients.
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Delivering prompt, courteous, and accurate responses to technical issues and service requests.
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Identifying the root cause of issues and resolving them as per documented procedures.
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Following escalation protocols for unresolved problems, ensuring issues are directed to the appropriate internal teams.
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Supporting basic troubleshooting tasks across commonly used hardware and software platforms.
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Ensuring that every user interaction is handled in a professional and empathetic manner, maintaining Wipro’s high standards of customer service.
2. Service Ticket Management and Documentation
A major component of your role involves efficient ticket logging, updating, and closure:
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Accurately logging all service desk interactions in Wipro’s ticketing system.
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Assigning appropriate priority and classification to incidents.
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Updating customers on the status of their queries and ensuring timely resolution.
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Documenting solutions and contributing to a knowledge base to enhance team productivity and future issue resolution.
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Ensuring that the Turnaround Time (TAT) and Service Level Agreements (SLAs) are consistently met.
3. Client Process Familiarity and Operational Adherence
To provide tailored support, you must:
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Understand each client’s business operations, preferred software, and usage patterns.
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Become familiar with their tools, systems, and key pain points.
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Follow established service desk protocols, guidelines, and escalation paths specific to each client engagement.
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Adhere strictly to Standard Operating Procedures (SOPs), ensuring process consistency and compliance.
4. Communication and Customer Feedback Management
Maintaining transparent communication and capturing feedback is essential:
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Proactively follow up with users regarding open issues and service satisfaction.
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Escalate user concerns, feedback, or improvement suggestions to internal stakeholders for further action.
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Act as a customer advocate, ensuring their voice is heard and concerns are addressed effectively.
Performance Parameters
Service Desk Delivery:
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Adherence to SLA/TAT: Resolving queries within the stipulated timelines and quality benchmarks.
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Escalation Management: Ensuring minimal client escalations by proactively resolving concerns.
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Customer Satisfaction: Ensuring positive experiences through empathy, responsiveness, and technical expertise.
Personal Accountability:
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Attendance and Availability: Maintaining consistent presence to ensure uninterrupted support coverage.
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Process Compliance: Accurately documenting tickets and customer interactions, contributing to audits and operational reporting.
Skills & Qualifications
Educational Background:
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A Bachelor’s degree or equivalent in Information Technology, Computer Applications, or a related field is preferred.
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Freshers with strong IT knowledge or candidates with 1–2 years of experience in IT support roles are encouraged to apply.
Technical Skills:
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Basic understanding of operating systems (Windows/Mac), MS Office applications, and email clients (Outlook, Gmail).
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Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk) is a plus.
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Knowledge of hardware troubleshooting and network connectivity issues.
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Ability to understand and follow ITIL-based service management practices.
Soft Skills:
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Excellent communication skills (verbal and written) in English.
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Strong problem-solving abilities and a customer-first mindset.
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Ability to multitask, manage time efficiently, and prioritize tasks under pressure.
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Good listening skills with the ability to understand user problems accurately.
Growth Path and Career Development
The Service Desk Analyst role is an ideal entry point into Wipro’s technical support and IT services ecosystem. With continuous learning opportunities and on-the-job mentoring, you can grow into:
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Senior Analyst or IT Support Lead roles
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Incident Manager or Operations Specialist
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L2/L3 Technical Support roles
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Specialized domains such as Cloud Support, Cybersecurity, or Network Operations
Wipro supports career advancement through structured training, certifications, and internal mobility programs, enabling employees to chart personalized growth journeys.
Why Join Wipro as a Service Desk Analyst?
1. Work with a Global Leader
Wipro is recognized as a global powerhouse in IT and consulting services. By joining its ranks, you gain exposure to industry best practices, global clients, and cutting-edge technologies.
2. Continuous Learning Culture
Wipro provides upskilling programs, technical workshops, and certification sponsorship to help you grow technically and professionally.
3. Inclusive and Diverse Workplace
Wipro celebrates diversity and promotes a culture of equity, belonging, and respect. Employees with disabilities are highly encouraged to apply and will be supported throughout the recruitment and onboarding process.
4. Strong Ethics and Sustainability
Wipro’s core values revolve around integrity, social responsibility, and environmental sustainability. When you work at Wipro, you’re part of a company making a difference globally.
Equal Opportunity Statement
Wipro Limited is an equal opportunity employer and values diversity at every level of its organization. We are committed to creating an inclusive environment for all employees and applicants. Applications from people with disabilities are especially welcome.
Application Guidelines
If you’re excited to kickstart your career in IT support and service management, this role offers the perfect foundation. Apply now by referencing Requisition ID: 49053.
Application Checklist:
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Updated Resume
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Government-issued ID Proof
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Educational Certificates
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Any relevant IT certifications (optional)
Preferred Application Mode:
Submit your profile via the Wipro Careers Portal or official job listing platforms. Shortlisted candidates will be contacted for a virtual or in-person interview, followed by an assessment of technical and customer support skills.
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Conclusion
The Service Desk Analyst – L1 role at Wipro is more than just a job—it’s an opportunity to launch your career in a global technology enterprise. With responsibilities that challenge your technical and interpersonal abilities, and a work culture that supports reinvention and inclusion, Wipro is the place where you can grow, thrive, and contribute to the future of digital support services.
If you’re driven by customer service excellence and are passionate about solving real-world IT challenges, don’t miss this opportunity. Apply today and become a part of Wipro’s evolving digital future.