Wipro Service Desk Interview Prep: L1 Questions, Scenarios, and Shift Answers

What they hire for

Wipro Service Desk L1 hires graduates who can follow runbooks, document tickets, and escalate without guessing. Interviewers are not looking for deep coding — they want reliability on shift, English clarity, and customer empathy on phone or chat.

Technical questions

Be ready to explain in plain language:

1. Difference between incident and service request (ITIL-lite).
2. Steps when a user cannot log in — check caps lock, password expiry, VPN, account lockout, escalate with ticket notes.
3. What is DNS / IP address — one-sentence definitions are enough at L1.
4. How you prioritise when three users call at once — triage by business impact, not who shouts loudest.

HR and shift questions

• Why Wipro / why service desk? — stable IT career, exposure to global clients, learning ITIL tools.
• Relocation to Bengaluru? — yes only if true; mention housing plan briefly.
• Notice period — carry relieving letter if experienced.
• Salary — say “as per company policy for this role” unless you have a competing offer.

Scenario answers

User is angry about slow laptop: Acknowledge frustration → gather model/OS → check disk space and startup apps → schedule hardware check if needed → log ticket with timestamps.

You do not know the fix: Never bluff. Tell the user you will research or escalate to L2 within SLA, and keep them updated on the ticket number.

Practice saying ticket notes out loud: “User reports Outlook disconnecting on Wi-Fi since 9 AM; reboot attempted; issue persists; escalating to L2.”