SERVICE DESK ANALYST L2

City: Chennai

State/Province: Tamil Nadu

Posting Start Date: 3/2/26

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

Role Purpose:

• The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
• The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents

1. Responsible for assisting end users on applications problems, system administration issues, or network concerns
2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via Telephone, Chat or Email.
3. Identify and escalate tickets requiring urgent attention and action.
4. Log all contacts and document all the activities accurately and completely within the incident management tool.
5. Take ownership of user issues and resolve the problems on behalf of the user and communicate progress in a timely manner
6. Open to working in a 24*7 environment with rotating shifts and rotating week-offs & Holidays

1. Previous experience in IT helpdesk (Voice)
2. Knowledge of Windows, Mac OS, and Virtual Desktop Environments
3. Awareness of basic networking concepts like DHCP, DNS, TCP/IP, VPN, and technologies