29d ago , from Buildit - Wipro Digital Global Engineering Studios
Service Desk Analyst
is responsible to provide technical support and ensure effective resolution of IT issues and will act as the first point of contact for end-users, delivering high-quality support and maintaining service excellence in line with organizational standards
Key Responsibilities
Serve as the
primary point of contact
for all IT-related incidents and service requests.
Provide
Level 1 (and basic Level 2) technical support
for hardware, software, network, and application issues.
Log and manage tickets using a
service management tool
(e.g., ServiceNow, Jira, Remedy).
Diagnose and troubleshoot technical issues, ensuring
timely resolution within SLA guidelines
.
Escalate unresolved issues to appropriate support teams or higher-level engineers.




Communicate effectively with users, providing updates and ensuring
customer satisfaction
.
Maintain accurate documentation of incidents, solutions, and
knowledge base articles
.
Perform routine system checks and support IT operations as needed.
Assist in onboarding/offboarding processes, including
user account setup and access management
.
Key Skills
Strong
problem-solving and troubleshooting skills
.
Excellent
communication and interpersonal skills
.
Customer-oriented with a focus on
service excellence
.
Ability to
prioritize tasks and work under pressure
.
Good documentation and organizational skills.
#J-*****-Ljbffr

📌 Service Desk Lead (Melbourne)
🏢 Buildit - Wipro Digital Global Engineering Studios
📍 Melbourne