Wipro Hiring 2026: Service Desk Analyst | Hyderabad Gopanpalli (0–1 Year Experience)

Company: Wipro Limited
Job Title: Service Desk Analyst
Work Mode: 5 Days Mandatory Office Work (On-Site)
Shift Requirements: Night Shift Flexibility Required (24/7 Operational Rotations)
Daily Office Hours: 9.5 Hours Daily
Transport Provision: One-way company-provided transport
Experience Level: Freshers to 1 Year Experience (Immediate Joiners Preferred)
Location: Hyderabad, Gopanpalli Campus, Telangana, India

Wipro Limited is a leading global information technology, consulting, and business process services company. The Global Infrastructure & Digital Workplace Services team at Wipro manages round-the-clock technical support, incident management, and IT helpdesk infrastructure for Fortune 500 enterprise clients worldwide.

As a Service Desk Analyst based at Wipro’s Gopanpalli campus in Hyderabad, you will act as the primary point of contact for global enterprise users. The role focuses on logging, diagnosing, prioritizing, and resolving technical IT incidents across applications, hardware, network connections, and operating systems.

• First-Line Technical Support: Assist global end-users with application glitches, system administration issues, software installations, and network connectivity concerns via phone, chat, email, or walk-ins.
• Incident Lifecycle Management: Diagnose, prioritize, troubleshoot, and resolve L1 IT incidents using ITSM ticketing tools (e.g., ServiceNow, Remedy).
• Ticket Logging & Documentation: Accurately record all user interactions, troubleshooting steps, diagnostic results, and resolution notes within the incident management tool.
• Escalation Management: Identify complex or high-priority issues (P1/P2 incidents) and systematically escalate them to specialized L2/L3 engineering teams for urgent resolution.
• Service Level Agreement (SLA) Adherence: Ensure timely first-contact resolution (FCR) and ticket closures within strict client service level targets.

Academic Background

• Degree: Any Graduate stream (B.E., B.Tech, B.Sc., BCA, B.Com, BBA, B.A., etc.).
• Mandatory Academic Documents: Candidates must possess complete original documents, including Provisional Degree Certificates (PDC) and all semester marks memos.

Experience & Essential Technical Skills

• Experience Level: Freshers or candidates with up to 1 year of experience in Service Desk (SD) or Customer Service (CS) environments.
• Communication Skills: Excellent verbal and written English communication skills are strictly required for global user interactions.
• Technical Troubleshooting: Foundational understanding of basic IT hardware, software installations, Windows operating systems, Active Directory password resets, VPN configuration, and network connectivity.
• Workplace & Shift Readiness: Must be comfortable working on-site 5 days a week at the Gopanpalli campus, managing a 9.5-hour daily shift, and adhering to rotational night shifts.

• Estimated Starting Salary: ₹2.5 LPA to ₹3.8 LPA (CTC), plus night shift allowances and performance incentives.
• Wipro Employee Perks:
  • Transport Facility: One-way company transport provided for late-night/early-morning shifts.
  • Comprehensive Health, Group Medical, and Personal Accident Insurance.
  • Access to internal upskilling portals (Wipro FutureSkills) and ITIL framework certifications.

To submit an application via direct referral, candidates should send their updated resume along with the following mandatory details to Dasari.saikiran@wipro.com:

Plaintext

Full Name:
Contact Number:
Email ID:
Full Time Qualification:
Experience (if any):
Current Location:
Preferred Location:
Notice Period / Availability:

1. Profile Application & Document Verification
   (Verification of complete graduation documents [Provisional Certificate & Marks Memos mandatory])
   ↓
2. Voice & Written Communication Assessment (Versant / AMCAT)
   (Evaluation of English grammar, pronunciation, sentence structure, & typing speed/accuracy)
   ↓
3. Technical L1 Service Desk Interview Round
   (Assessment of basic hardware troubleshooting, OS concepts, Active Directory basics, VPN, & scenario handling)
   ↓
4. Managerial & HR Discussion
   (Confirmation of 24/7 night shift flexibility, Gopanpalli location commute comfort, & CTC alignment)
   ↓
5. Onboarding & Immediate Joining

Important Cooling-off Policy: Please prepare thoroughly according to the job description before attending the interview. Candidates who are evaluated and rejected during the selection process may enter a mandatory 3-month cooling-off period before becoming re-eligible to apply for the same role at Wipro.

• Basic Technical Troubleshooting: Windows OS error codes, browser cache clearing, IP address checking (ipconfig), pinging servers (ping), VPN disconnection issues, and printer driver reinstallation.
• ITIL & Service Desk Concepts: Definitions of Incident vs. Service Request, First Contact Resolution (FCR), SLA breaches, Ticket Severity levels (P1 to P4), and Escalation matrices.
• Active Directory & Account Operations: Password resets, account unlocking, user group permissions, and Outlook profile configuration (PST/OST files).

• Service Desk & IT Support: Service Desk Analyst, L1 Support Analyst, Helpdesk Support, ITIL Framework, Incident Management, Ticket Logging, Escalation Management
• Technical Skills: Technical Troubleshooting, Active Directory, Remote Desktop, VPN Troubleshooting, Network Connectivity, Windows OS, Application Support
• Tools & Operations: ServiceNow, Remedy, ITSM, First Contact Resolution (FCR), SLA Adherence, Documentation, Phone/Chat Support
• Soft Skills: Excellent Written Communication, Verbal Communication, Customer Service, Problem Solving, Night Shift Flexibility

1. Where is the work location for this Wipro Service Desk role?

The role is located on-site at Wipro’s campus in Gopanpalli, Hyderabad, Telangana.

2. Are candidates awaiting final graduation results eligible?

No. Only candidates who have completed their graduation and hold all physical documents (Provisional Certificate and all semester marks memos) are eligible to apply.

3. What is the shift requirement for this position?

The role requires flexibility to work in rotational night shifts, operating 5 days a week on a 9.5-hour daily schedule.

4. What happens if a candidate is not selected in the interview?

Wipro enforces a 3-month cooling-off period, meaning candidates who are rejected cannot re-apply for the same role for 3 months.