Job Description

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Job Title: Service Desk Analyst
Req Id: 64763
City: Pune
State/Province: Maharashtra
Posting Start Date: 8/11/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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Role: Service Desk Analyst L1 : B1 : (Male candidates only)
Location: Client location - Hinjewadi Phase 1, Pune. 24*5 with self-travel
Job Responsibilities:

• Provide assistance and support to users with L1 Type of queries/issues.

• Provide single Point of Contact (SPOC) for assistance with IT Services under

scope.

• Monitor and respond quickly and effectively to requests received through the

IT Helpdesk system.

• Follow standard help desk procedures.

• Log IT related (incidents, service requests, events) from users received

through phone, mail, or employee self- service.

• Recording, tracking, and updating incident information in Service Now.

• Respond to requests for technical assistance in person, via phone or

electronically.

• Route service requests to the appropriate teams.

• Assist with the onboarding and off boarding of employees.

• General account management.

• Identify and escalate incidents based on priority.

• Mange user and computer properties on systems like SSO, MFA and AD.

• Perform upgrade/maintenance of system and software applications.

• Configure and provide end user support for desktops and laptops.

• Configure network settings using DHCP, DNS and 3-party software.

• Generate service management reports as mutually agreed from the ticketing

tool and publish.

• The same to the respective stakeholder.

• Verify/Assign incidents based on the priority matrix.

• Document internal procedures and update knowledge articles accordingly.

• Ensure incidents are resolved on time.

• Be a champion to our customers.

Skills Required:

• Diploma/bachelor's degree in science or equivalent experience.

• Experience: Min 1.5 years

• Working knowledge of fundamental operations of relevant software

background and others.

• Knowledge of relevant call tracking applications.

• Knowledge of Active Directory.

• Should have good written and verbal communications skills.

• Knowledge and experience of customer service practices.

• Related experience and training

• User support experience, including remote support.

Mandatory Skills: TIS Service Desk .
Experience: 1-3 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
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