SERVICE DESK ANALYST

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SERVICE DESK ANALYST

Budapest

Hungary State

7/15/26

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.

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.     ͏

To provide 1st line technical support, answering support queries via phone, email, Chat and Web To maintain a high degree of customer service for all support queries and adhere to all service management principles. To take ownership of user problems and be proactive when dealing with user issues. Logging / verifying customer details Identifying the issue and categorizing / prioritizing the incident Creating a ticket in CRM tool like ServiceNow Referring KB for workaround / resolution and attempting resolution Strong interpersonal skills are a prerequisite. Ability to work effectively in a dispersed team and individually. Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)