Service Desk Analyst job overview

Wipro is hiring a Service Desk Analyst L1 for its Noida location. In order to support B2B users by troubleshooting end-user IT issues in line with Wipro Service Desk objectives. As the first point of contact, you will handle technical incidents and service requests from multiple channels. While maintaining service-level expectations.

This is a permanent, full-time position suitable for candidates with 0 to 4 years of experience and a graduate or postgraduate degree in any discipline. The role falls under Technical Support (Voice/Blended) within the IT Services & Consulting industry and reports into the customer success and service operations function.

Role purpose and day-to-day work

The core purpose of this role is to receive and resolve IT-related issues from business users in line with Wipro’s Service Desk objectives, which focus on high availability, quick resolution, and strong user satisfaction. You will handle incidents and service requests coming from multiple channels such as phone calls, emails, web portals, and chat, ensuring every interaction is logged and tracked properly in the service desk tool.​

On a typical day, you will answer user queries, ask relevant diagnostic questions, and use your knowledge of standard applications, hardware, and systems to provide solutions or workarounds. When an issue cannot be resolved at your level, you escalate it to higher support tiers while keeping the user informed on status and timelines.​

Nature of employment and work environment

This is a full-time, permanent role positioned within Wipro’s Customer Success, Service and Operations. Function are aligned to Technical Support (Voice/Blended) in the IT Services & Consulting industry. Voice/blended means you will primarily handle voice calls. But may also work on non-voice tasks like email, chat, and ticket updates as part of your shift.​

The job is based in Noida, a major IT and business hub, where you collaborate with other service desk analysts, team leads, and technical specialists to meet service-level agreements (SLAs) and maintain key performance metrics like turnaround time (TAT) and customer satisfaction scores.​

Eligibility and who this role suits

Wipro is open to candidates with 0–4 years of experience, which makes this role ideal for fresh graduates looking to enter IT support as well as early-career professionals who want to move deeper into infrastructure or service management. A graduate or postgraduate degree in any discipline is acceptable, so your soft skills, problem-solving mindset, and readiness to learn often matter as much as your academic stream.​

Because this is an L1 support position, attention to detail, communication skills, patience with users, and the ability to follow documented procedures are critical traits for success. Over time, consistent performance at L1 can open paths toward L2 support, specialized infrastructure roles, or leadership positions within the service desk function.​

Key responsibilities

As a Service Desk Analyst L1, you will deliver frontline IT support to enterprise users across applications, software, and hardware. Your daily work is centered on resolving issues quickly, maintaining accurate records, and providing an excellent customer experience.

Core responsibilities include:

• Responding to user queries coming via calls, portal, emails, and chats in a professional and timely manner.
• Learning and understanding each client’s applications, processes, and commonly used tools to provide effective troubleshooting.
• Following standard service desk operating procedures and logging all tickets correctly in the defined tracking software.
• Ensuring adherence to TAT, SLA, and other scorecard metrics as per the Statement of Work.
• Managing and resolving queries at L1 level or escalating them as per the helpdesk policies and framework when required.

You will also manage regular MIS and resolution logs.

Required skills and profile

Wipro is looking for graduates with strong communication and customer service orientatio. Those who are interested in building a career in IT support. Both freshers and professionals with up to 4 years of experience are eligible to apply.

Preferred skills and attributes include:

• Experience or interest in helpdesk management, operations, and log management.
• Strong focus on customer service, customer experience, and SLA adherence.
• Ability to follow documented procedures, update tickets accurately, and work within defined service frameworks.
• Comfort working in a voice or blended (voice plus non-voice) technical support environment.

About Wipro

Wipro Limited is a global IT, consulting, and business process services company with a workforce of over 170,000 employees. The company operates through a vertically aligned business model and over 55 Centres of Excellence in emerging technologies.

Wipro is recognized for its innovative approach, focus on sustainability, and optimized use of natural resources, capital, and talent. The organization emphasizes integrity and clearly states that it does not charge any fee from candidates for employment. Warning jobseekers to stay alert to fake job offers demanding money.

FAQs about Wipro Service Desk Analyst

Q1. What is the role of a Service Desk Analyst L1 at Wipro Noida?
A Service Desk Analyst L1 at Wipro provides first-level technical support to B2B users, handling their IT issues through calls, emails, chat, and portal while logging and resolving tickets as per service desk procedures.

Q2. What is the experience requirement for this job?
The role is open to candidates with 0 to 4 years of experience, making it suitable for both freshers and early-career professionals.

Q3. What kind of employment is offered?
It is a full-time, permanent role under the Customer Success, Service and Operations department in an IT Services & Consulting setup.

Q4. What educational background is required?
Any graduate or postgraduate degree is accepted for this position, regardless of specialization.

Q5. Are there any mandatory skills for this role?
Yes, the role lists TIS Service Desk as a mandatory skill, along with preferred experience in helpdesk management, customer service, operations, SLA management, and customer experience.

Q6. Does Wipro charge any money for job applications?
No, Wipro explicitly states that it does not entertain any payment from candidates for employment and warns against fake job offers that ask for money.