Job Description
Job Title:  SERVICE DESK ANALYST L3(CONTRACT)
City:  Mississauga
State/Province:  Ontario
Posting Start Date:  10/7/26
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

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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.

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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. 

 

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Mandatory Skills: Desktop Support .

 

Experience: 3-5 Years .

 

The expected compensation for this role ranges from CAD 18/hr to CAD 22/hr .

 

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.

 

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

 
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Wipro s'engage à créer un lieu de travail accessible, favorable et inclusif. Des aménagements raisonnables seront fournis à tous les candidats, y compris les personnes handicapées, tout au long du processus de recrutement et de sélection. Les aménagements doivent être communiqués à l'avance de la candidature, dans la mesure du possible, et seront examinés sur une base individuelle. Wipro offre des opportunités égales à tous et valorise la diversité.