SERVICE DESK ANALYST L2

Job Description Apply now Apply Now Start applying with LinkedIn Start Please wait... Job Title: SERVICE DESK ANALYST L2 City: Riyadh State/Province: Riyadh Province Posting Start Date: 10/29/26 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: 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 ͏ Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. ͏ Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. ͏ ͏ Mandatory Skills: Service Desk Management . Experience: 1-3 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply now Apply Now Start applying with LinkedIn Start Please wait... Information at a Glance احصل على تنبيهات الوظائف تلقي إشعارات عندما يكون لدينا أدوار مفتوحة والحصول على أخبار مهنية أخرى ذات صلة سجل > انضم إلينا استكشف الأدوار المفتوحة التي تتناسب مع اهتماماتك ومهاراتك البحث عن وظائف > إذا واجهت أي بريد أو إعلانات أو أشخاص مشبوهين يقدمون وظائف في Wipro، فيرجى مراسلتنا عبر البريد الإلكتروني على [email protected] . لا ترسل سيرتك الذاتية بالبريد الإلكتروني إلى هذا المعرف حيث لا تتم مراقبتها للسير الذاتية والتطبيقات المهنية. يجب توجيه أي شكاوى أو مخاوف بشأن ممارسات التوظيف غير الأخلاقية / غير العادلة إلى مجموعة محققي المظالم لدينا على [email protected] . نحن صاحب عمل تكافؤ الفرص. سيحصل جميع المتقدمين المؤهلين على اعتبار للتوظيف بغض النظر عن العرق أو اللون أو الطائفة أو العقيدة أو الدين أو الجنس أو الحالة الاجتماعية أو العمر أو الأصل العرقي والقومي أو الهوية الجنسية أو التعبير الجنسي أو التوجه الجنسي أو التوجه السياسي أو حالة الإعاقة أو حالة المحاربين القدامى المحمية أو أي خاصية أخرى يحميها القانون. تلتزم Wipro بإنشاء مكان عمل يسهل الوصول إليه وداعم وشامل. سيتم توفير ترتيبات تيسيرية معقولة لجميع المتقدمين بما في ذلك الأشخاص ذوي الإعاقة ، طوال عملية التوظيف والاختيار. يجب إبلاغ التسهيلات قبل تقديم الطلب ، حيثما أمكن ، وسيتم مراجعتها على أساس فردي. توفر Wipro فرصا متساوية للجميع وتقدر التنوع. Wipro.com Explore All Jobs Privacy policy Terms of use Fraud Awareness Wipro Locations Cookie Consent Manager Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. © 2026 Wipro Limited × Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used t

Mandatory Skills: Service Desk Management. Experience: 1-3 Years

The purpose of this role is to be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end user issues in line with Wipro's Service Desk objectives. Respond to queries from all calls, portal, emails, chats from the client. Become familiar with each client and their respective applications/processes. Learn fundamental operations of commonly-used software, hardware and other equipment. Follow standard service desk operating procedures by logging all service desk tickets using the defined tracking software. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits. Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework. Regular MIS & resolution log management on queries raised. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on feedback, suggestions, escalations by customers to the appropriate internal team. Identify and suggest improvements on processes, procedures etc.