Wipro Service Desk Analyst L1 Hyderabad opening (Posted: March 22, 2026) is an urgent career opportunity for IT support professionals to join one of India’s largest global technology services companies. Wipro Limited is hiring a Service Desk Analyst L1 in Hyderabad to serve as the first point of contact for B2B users, troubleshoot end-user issues across calls, portals, emails, and chats, and ensure strict adherence to SLA and TAT commitments as per the Statement of Work. If you have strong communication skills, hands-on IT troubleshooting experience, and expertise in AI Service Desk operations, this impactful L1 support role at Wipro is your next career move in 2026.
Job Details
| Company | Wipro Limited |
| Job Role | Service Desk Analyst – L1 |
| Location | Hyderabad, Telangana, India |
| Experience | Freshers (0 – 3 Years) |
| Salary | ₹3.4 – ₹4.3 LPA |
| Employment Type | Full-time |
| Last Date to Apply | As soon as possible |
About The Company
Wipro Limited is a leading global technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses through consulting, design, engineering, and operations services. Wipro’s Hyderabad center is one of its largest delivery hubs in India, housing thousands of professionals across IT support, digital transformation, cloud, and cybersecurity practices.
Eligibility Criteria
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field
Experience: As per official notification — IT service desk or helpdesk support experience preferred
Mandatory Technical Skill:
AI Service Desk — hands-on experience with AI-powered service desk tools and workflows is mandatory
Required Skills:
- Strong verbal and written communication skills for B2B client interactions across calls, portal, emails, and chats
- Knowledge of service desk ticketing tools — ServiceNow, JIRA, Freshdesk, or similar ITSM platforms
- Understanding of SLA, TAT, and SoW-based performance metrics
- Familiarity with commonly used software, hardware, and end-user devices
- Knowledge of standard service desk operating procedures and helpdesk policies
- Ability to log, track, and resolve service tickets accurately and efficiently
- Strong customer service orientation with a patient and professional demeanor
- Good MIS and documentation skills — recording events, problems, and resolutions in logs
Preferred Skills:
- Familiarity with B2B client applications and processes
- Basic understanding of networking, Windows OS, and remote troubleshooting tools
- Experience in identifying process improvement opportunities in helpdesk operations
Roles & Responsibilities
Primary User Support & Customer Service
- Serve as the first point of contact (L1) for B2B users reaching out via calls, portal, emails, and chats to the Wipro Service Desk
- Respond to all incoming queries from clients promptly and professionally across all support channels
- Become familiar with each client’s applications and processes to deliver contextually accurate support
- Learn and apply fundamental operations of commonly-used software, hardware, and equipment for effective troubleshooting
- Follow standard service desk operating procedures by accurately logging all tickets using the defined tracking software
- Ensure the scorecard is maintained as per the Statement of Work (SoW) with respect to TAT, SLA, and quality hits
- Manage all queries end-to-end — resolve within scope or escalate as per defined helpdesk policies and framework.
MIS & Resolution Log Management
- Record all events, problems, and resolutions in logs accurately and in a timely manner
- Follow-up and update customers on ticket status and resolution progress
- Pass on feedback, suggestions, and escalations from customers to the appropriate internal teams
- Identify and suggest process improvements on procedures and workflows to enhance service delivery efficiency
Performance Parameters
| Parameter | Measurement Criteria |
|---|---|
| Service Desk Delivery | Adherence to TAT and SLA as per SoW, minimal escalations, customer experience scores |
| Personal | Attendance, documentation accuracy, and adherence to organizational policies |
Selection Process
- Online Application Screening – Resume shortlisting based on IT support experience and AI Service Desk skills
- HR Screening Call – Communication assessment, shift flexibility, and role fitment evaluation
- Technical Interview – Service desk concepts, ticketing tool knowledge, SLA/TAT understanding, and basic IT troubleshooting
- Managerial Round – Customer service approach, escalation handling, and process adherence assessment
- Background Verification & Offer – Final offer rollout post satisfactory BGV
How to Apply For Wipro Service Desk Analyst L1 Hyderabad
- Visit the official Wipro Careers portal: Link Given Below
- Click “Apply Now” and log in or create your Wipro careers account
- Upload your updated resume highlighting AI Service Desk, IT troubleshooting, ticketing tools, SLA management, and customer service experience
- Complete the application form and submit
- Monitor your registered email for HR screening and interview communication from the Wipro talent team
Preparation Tips
- Master AI Service Desk tools — get familiar with AI-powered ITSM platforms like ServiceNow’s Virtual Agent, Freshservice AI, or BMC Helix; understand how AI automates ticket classification, routing, and resolution suggestions in modern L1 support environments
- Practice ITIL Service Desk fundamentals — understand incident management lifecycle, priority matrix (P1–P4), SLA breach escalation paths, first call resolution (FCR) rates, and CSAT measurement in B2B helpdesk environments
- Strengthen ticketing tool skills — practice creating, updating, escalating, and closing tickets in ServiceNow or Freshdesk; understand SLA timers, ticket priority, and resolution notes best practices
- Prepare for multi-channel support scenarios — Wipro L1 analysts handle calls, emails, chats, and portal tickets simultaneously; practice switching communication styles between formal email responses, chat etiquette, and professional phone support
- Study common end-user troubleshooting — Windows login issues, Office 365 problems, VPN connectivity, password resets, printer configuration, and browser issues are the most frequent L1 ticket categories in enterprise service desks
- Learn MIS reporting basics — practice building simple Excel-based shift reports tracking ticket volume, resolution rate, SLA adherence percentage, and pending escalations as MIS log management is a key responsibility
- Prepare process improvement answers — Wipro interviewers value candidates who proactively identify inefficiencies; prepare 2–3 STAR-format examples of how you identified and suggested process improvements in past roles or academic projects
Important Dates
| Application Start Date | March 22, 2026 |
| Last Date to Apply | As soon as possible |
| Exam/Interview Date | Shortlisted candidates will get email communication |
Don’t miss this opportunity of Wipro Service Desk Analyst L1 Hyderabad. Apply today!
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