Wipro Hiring Service Desk Analyst – L1 in Pune | Entry-Level IT Support Jobs 2025
Wipro Hiring: Service Desk Analyst – L1 | Pune | Join India’s Leading IT Services Firm
Location: Pune, India
Position: Service Desk Analyst – Level 1
Employment Type: Full-Time
Company: Wipro Limited
Requisition ID: 44291
🌐 About Wipro Limited
Wipro Limited – Operating across 65+ countries with a workforce of over 230,000 professionals, Wipro empowers businesses to navigate complex digital transformation journeys. The company’s vast portfolio includes advanced capabilities in cloud computing, cybersecurity, AI, engineering, and business operations.
Wipro is on a mission to build sustainable, future-ready enterprises through innovation and intelligent solutions. With client-centric values and a commitment to purpose-driven leadership, Wipro continues to thrive in an ever-changing technological landscape.
Visit www.wipro.com to explore more about Wipro’s services and global reach.
🔍 Position Overview: Service Desk Analyst – L1
Wipro is actively seeking dynamic and customer-focused individuals for the role of Service Desk Analyst – L1 at its Pune location. This entry-level IT support role acts as the first point of contact for Wipro’s B2B clients, assisting them with software, hardware, and technical queries.
This is an ideal opportunity for individuals passionate about delivering seamless IT support experiences while developing core troubleshooting, communication, and client servicing skills in a global technology company.
🎯 Role Objective
The primary goal of the Service Desk Analyst – L1 is to provide prompt, efficient, and courteous support to Wipro’s enterprise clients.
You’ll play a vital role in Wipro’s commitment to maintaining high client satisfaction while adhering to performance benchmarks around TAT (Turnaround Time), SLAs, and issue resolution quality.
📋 Key Responsibilities
As a Service Desk Analyst, your responsibilities include:
1. End-User Support & Customer Service
Respond to service desk inquiries via calls, emails, web portals, and chats
Serve as the first point of contact for all technical support-related queries from clients
Understand and follow standard operating procedures for logging and tracking support requests
Troubleshoot basic software and hardware issues, escalating advanced problems to relevant teams
Ensure all interactions and updates are accurately recorded in the ticketing system
Learn and become proficient in client-specific tools, processes, and environments
2. Query Management & Escalation
Track open tickets to ensure timely resolution and customer follow-up
Escalate unresolved issues in accordance with defined helpdesk policies
Identify repetitive issues and report them for process improvement
3. Documentation & Reporting
Maintain detailed logs of queries, actions taken, and resolutions provided
Generate reports and contribute to daily MIS (Management Information Systems)
Contribute to continuous process enhancement through insight and analysis
🧠 Required Skills and Qualities
Strong verbal and written communication skills
Basic understanding of common software, hardware, and IT equipment
Ability to learn and adapt quickly to new systems and client environments
Strong customer service orientation and empathy in dealing with users
Logical thinking and basic problem-solving capabilities
Team-oriented, with a willingness to collaborate and support peers
Ability to follow documented processes with high attention to detail
📈 Performance Parameters
Your performance as a Service Desk Analyst – L1 will be assessed based on the following metrics:
1. Service Delivery
Adherence to TAT and SLA as specified in the Scope of Work (SoW)
Quality of query resolution and user satisfaction
Minimization of escalations and rework
2. Personal Accountability
Consistent attendance and punctuality
Adherence to documentation protocols
Willingness to improve through training and feedback
🎓 Eligibility Criteria
Education: Graduate in any stream (Bachelor’s degree required)
Experience: Entry-level; 0–2 years of experience preferred
Location: Pune, India
Shifts: Rotational shifts may apply as per business requirement
🏢 Why Join Wipro?
Wipro offers a workplace that is dynamic, diverse, and constantly evolving. As a Service Desk Analyst, you’ll gain exposure to:
End-to-end IT service management processes
Enterprise-level client interactions
Process improvement methodologies
Professional development through continuous learning
Whether you are just starting out in IT or looking to grow your customer support skills, Wipro offers you a launchpad to develop technical expertise and leadership potential in a supportive ecosystem.
🌍 Wipro’s Commitment to Inclusion
Wipro values diversity, equity, and inclusion. The organization actively welcomes applications from individuals with disabilities and is committed to creating accessible, inclusive work environments for everyone.
Whether you are exploring a long-term career in technology or discovering your purpose in client service, Wipro offers you the tools, mentorship, and opportunities to grow.
💬 What Makes This Role Unique?
Opportunity to work at the intersection of IT and customer service
Direct exposure to enterprise clients and business operations
Support from high-performance teams and mentorship programs
Development of both technical acumen and soft skills
A gateway to career progression in IT support, infrastructure, or consulting roles
🧾 How to Apply
To apply for this role:
Visit the Wipro Careers Portal
Search for the Job ID: 44291
📍 Job Snapshot
Attribute Details
Job Title Service Desk Analyst – L1
Location Pune, Maharashtra, India
Company Wipro Limited
Employment Type Full-Time
Work Mode On-site / Hybrid (as per project)
Shift Type Rotational Shifts
Experience Required Entry-Level (0–2 years)
Requisition ID 44291
✅ Final Thoughts
It’s a stepping stone into the world of digital IT services, providing you with opportunities to grow technically, professionally, and personally.
Whether you’re passionate about solving problems, supporting users, or growing within a large enterprise, Wipro offers you a career path that aligns with your aspirations.