Job Role: Service Desk Analyst L1
Company: Wipro Limited
Job Location: Pune, Maharashtra, India
Job Type: Full-Time
Eligible Batch: Freshers / Recent Graduates / 0-2 Years Experience
Work Mode: On-site (Pune office)
Expected CTC: Competitive for L1 support roles (indicative ₹3.5–₹6 LPA based on market trends for Wipro Service Desk Analyst L1 / freshers in Pune from AmbitionBox/Glassdoor; actual based on interview/performance; includes shift allowances/benefits)
Wipro Service Desk Analyst L1 Overview
Wipro Limited is a leading global technology services and consulting company, delivering innovative digital transformation solutions across consulting, design, engineering, and operations to help clients thrive in a changing world. The Service Desk Analyst L1 role serves as the first point of contact for B2B users, providing primary support, troubleshooting end-user issues, logging tickets, managing queries via calls/portals/emails/chats, and ensuring adherence to SLAs/TATs. This entry-level position is ideal for freshers or early-career professionals interested in IT support, customer service, and building foundational skills in service desk operations within a large-scale enterprise environment.
This is a typical entry-level service desk role at Wipro Pune for freshers comfortable with voice/non-voice B2B support, rotational shifts, and high-volume ticket handling—decent if you want stable IT support experience and brand name for resume. Skip if you dislike call-center style work, night shifts, strict SLAs, or prefer development/testing roles instead of troubleshooting/user support.
Roles and Responsibilities
- Act as the primary point of contact for B2B users via calls, portal, emails, and chats
- Troubleshoot and resolve end-user issues in line with Wipro Service Desk objectives
- Become familiar with client applications, processes, software, hardware, and equipment
- Accurately log all service desk tickets using defined tracking software and follow standard operating procedures
- Maintain scorecard adherence to TAT, SLA, and other metrics as per SoW
- Manage/escalate queries as per helpdesk policies and framework
- Record events, problems, resolutions in logs; update customer status and provide follow-ups
- Pass feedback, suggestions, and escalations to appropriate internal teams
- Identify and suggest process/procedure improvements
Eligibility Criteria for Wipro Service Desk Analyst L1
Mandatory Requirements
- Graduate / Post-Graduate (any stream; IT/Computer Science preferred)
- Freshers or 0-2 years experience in IT support/service desk (B2B preferred)
- Strong communication skills (verbal/written) for customer-facing interactions
- Basic understanding of IT troubleshooting, software/hardware, and ticketing systems
- Readiness for rotational shifts (24×7 support possible)
Preferred Skills
- Exposure to ServiceNow or similar ITSM tools
- Knowledge of Windows OS, MS Office, networking basics
- Customer service orientation and problem-solving mindset
- Ability to multitask and maintain SLA/TAT adherence
Wipro Salary, Benefits and Perks
- CTC: Competitive for L1 roles (indicative ₹3.5–₹6 LPA; shift allowances common)
- Hands-on IT support experience in B2B environment with global clients
- Exposure to service desk processes, ticketing, escalation, and client communication
- Structured training, certifications support, and growth opportunities within Wipro
- Supportive culture with focus on reinvention, innovation, and employee well-being
CTC figures are indicative based on recent Wipro Service Desk Analyst L1 / fresher hiring patterns in Pune (from AmbitionBox/Glassdoor). Actual offers may vary depending on interview performance, experience, and company policies.
Wipro Selection Process
- Online application and resume shortlisting
- Aptitude/Communication test (voice/non-voice possible)
- Technical/functional interview(s) on basic IT troubleshooting, customer handling, and scenario-based questions
- HR/Operations round (communication, shift readiness, fit) and final selection
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How to Apply for Wipro Service Desk Analyst L1
Official Apply Link:
Apply Online – Wipro Careers
Documents Required: Updated resume, academic mark sheets/certificates, ID proofs
FAQs for Wipro Service Desk Analyst L1
Who can apply for this role?
Freshers/recent graduates with good communication and basic IT knowledge, ready for B2B support and rotational shifts in Pune.
Is this role suitable for freshers?
Yes. Entry-level L1 role designed for freshers; training provided on processes and tools.
Is work from home available?
On-site in Pune (service desk roles typically office-based; confirm during process).
What is the tech focus?
IT service desk support: troubleshooting end-user issues, ticket logging (ServiceNow-like), SLA/TAT adherence, escalation, customer communication, and basic software/hardware knowledge in B2B environment.
About Wipro
Wipro is a leading global technology services and consulting company, focused on building innovative solutions for digital transformation through consulting, design, engineering, and operations—helping clients and communities thrive in an ever-changing world.
Last Updated March 2026 | Job verified and active