Service Desk Analyst (Entry Level)

Responsibilities

• Be responsible for primary user support and customer service
• a. Respond to queries from all calls, portal, emails, chats from the client
• b. Become familiar with each client and their respective applications/ processes
• c. Learn fundamental operations of commonly-used software, hardware and other equipment
• d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
• Regular MIS & resolution log management on queries raised
• a. Record events and problems and their resolution in logs
• b. Follow-up and update customer status and information
• c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• d. Identify and suggest improvements on processes, procedures etc
• P erformance Parameters
• No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW
• Minimal Escalation
• Customer Experience
• 2 Personal Attendance
• Documentation etc
• Q ualifications
• Pursuing or recently graduated with an undergraduate or graduate degree.
• Minimum of a 3.0 on a 4.0 GPA scale.
• Excellent communication, analytical, and problem-solving skills.
• Demonstrated teamwork and leadership abilities.
• A familiarity with computer science concepts, programming languages, and/or cloud applications such as...
• An internship or relevant experience will be considered a plus.
• The expected compensation for this role ranges from $68,420.00 to $78,950.00.
• Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Additional Information

City: East Brunswick, New York City State/Province: New Jersey, New York Posting Start Date: 4/15/26 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 purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives

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