The Service Desk Analyst L2 will serve as a key point of contact for B2B users contacting the Wipro Service Desk. The role focuses on providing effective end-user support, troubleshooting user issues, responding through multiple communication channels, accurately recording service tickets, and ensuring that queries are resolved within defined service-level requirements.

The selected candidate will also maintain resolution logs, monitor customer status, escalate unresolved issues, and identify opportunities to improve service desk processes.