IT Support, Service Desk
Full-Time
Service Desk Analyst L1 at Wipro Limited
Start your IT support career with Wipro as a Service Desk Analyst L1 in Pune. Provide first-level technical assistance to B2B users through calls, portals, emails, and chat while developing practical experience in troubleshooting, ticket management, SLA monitoring, and IT service operations.
📋 Service Desk Analyst L1 — Overview
| Company | Wipro Limited |
| Job Role | Service Desk Analyst L1 |
| Job Category | IT Support, Service Desk |
| Location | Pune, Maharashtra, India |
| Work Mode | — |
| Employment Type | Full-Time |
| Eligible Batch | Recent Graduates / Entry-Level Candidates |
| Experience | Not Specified |
| Other Eligibility | Strong communication skills. Ability to provide first-level technical support. Basic knowledge of hardware and software troubleshooting. Ability to work according to SLA and TAT requirements. Good documentation and ticket-management skills. Ability to escalate unresolved issues according to defined procedures. Customer-focused approach. |
| Salary | — |
| Apply Before | October 05, 2026 |
🛠️ Skills Required
TIS Service DeskTechnical SupportCustomer ServiceTroubleshootingTicket ManagementIncident ManagementSLA ManagementTAT ManagementBasic NetworkingHardware TroubleshootingSoftware TroubleshootingCommunication Skills
💻 Technologies You May Work With
Service Desk / Ticketing SystemsWindowsDesktop ApplicationsIT Service Management (ITSM)Service PortalsEmailChat Support Tools
🧭 About the Role
As a Service Desk Analyst L1, you'll act as the first point of contact for users experiencing technical or end-user issues. You'll understand customer problems, provide first-level troubleshooting, create and update service tickets, document resolutions, and escalate issues that cannot be resolved at the L1 level. The role combines technical troubleshooting with customer service, so strong communication and technical fundamentals are equally important.
✅ Key Responsibilities
- 1 Provide first-level technical support to B2B users.
- 2 Handle support requests through phone calls.
- 3 Respond to service portal requests.
- 4 Handle support queries through email and chat.
- 5 Understand and troubleshoot user issues.
- 6 Provide assistance for common hardware and software problems.
- 7 Create and update service tickets.
- 8 Accurately document incidents and resolutions.
- 9 Track open service requests.
- 10 Meet defined SLA and TAT requirements.
- 11 Escalate unresolved issues to appropriate support teams.
- 12 Maintain accurate customer and incident information.
- 13 Follow client-specific service desk procedures.
- 14 Communicate status updates to users.
- 15 Record customer feedback.
- 16 Identify recurring issues and potential process improvements.
🎁 Benefits
- IT service desk experience
- Hands-on troubleshooting experience
- Exposure to enterprise IT support
- Customer service experience
- SLA and TAT management experience
- Incident management exposure
- Professional communication development
- Career opportunities in IT operations
- Exposure to enterprise support processes
🚀 Career Opportunities
- IT Support Engineer
- Technical Support Engineer
- Desktop Support Engineer
- System Administrator
- Network Support Engineer
- IT Operations Analyst
- Incident Manager
- Service Management Specialist
- IT Service Management Analyst
- Cloud Support Engineer
- Cybersecurity Support Analyst
📚 How to Prepare
- Learn basic Windows troubleshooting.
- Understand hardware and software troubleshooting.
- Study IT Service Management fundamentals.
- Learn Incident Management.
- Understand SLA and TAT concepts.
- Practice basic networking.
- Learn ticket management.
- Understand escalation procedures.
- Improve professional email communication.
- Practice customer support scenarios.
- Learn basic ServiceNow concepts.
- Prepare troubleshooting-based interview questions.
❓ Frequently Asked Questions
Q. Is this role suitable for freshers?
The job description does not specify an experience requirement. Since this is an L1 Service Desk position, candidates with entry-level technical and communication skills may consider applying.
Q. Where is the job located?
Pune, Maharashtra, India.
Q. What is the primary skill mentioned in the job description?
TIS Service Desk.
Q. What support channels are used?
Calls, service portals, email, and chat.
Q. What does L1 mean?
L1 means Level 1 support. The analyst handles initial troubleshooting and resolves common issues before escalating more complex problems to higher-level support teams.
Q. Is SLA knowledge important?
Yes. The role requires analysts to manage queries according to defined SLA and TAT requirements.
Ready to apply for Service Desk Analyst L1?
You'll be taken directly to Wipro Limited's own career page to complete your application.
Apply on Company Site ↗