Service Desk Analyst

Req Id: 106238

City: Yokohama

State/Province: Kanagawa-ken

Posting Start Date: 10/29/25

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.

Job Description:

Job Description

Working Hours:

• Daytime shift working hours: 8:00-17:00, 9:00-18:00, 10:00-19:00, 11:00-20:00, including 1 hour break
  (One of them will be assigned to you, but shift working hours would be changed regularly.)
• Fixed Saturday & Sunday Off, No work during Public Holidays

Responsibilities:

• Handle calls, emails, & Web tickets (daily)
• Address technical queries and fix or log them appropriately accurately
• Escalate queries when required to appropriate personnel
• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
• Ensure Follow up mechanism is in place targeting customer's issue resolution in an optimized manner enhancing Customer Delight
• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs
• Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2's appropriately
• Should manifest flexibility to support operational requirements
• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
• Shift timing is 9 hours which includes one hour break

Key Experiences And Skills Required:

• 1-2 years of overall experience in IT troubleshooting - IT helpdesk or service desk experience is mandatory
• Bachelor Degree
• Excellent analytical problem solving and critical thinking skills
• Exceptional oral and written communication skills
• Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative
• Japanese Language (N2 or N1) is mandatory along with English speaking & writing ability

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.

Client-provided location(s): Yokohama, Japan

Job ID: Wipro-106238

Employment Type: OTHER

Posted: 2025-11-08T18:39:39