Job Description

29d ago , from Buildit - Wipro Digital Global Engineering Studios

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Service Desk Analystis responsible to provide technical support and ensure efficient 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

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Key Responsibilities

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- Serve as the primary point of contactfor all IT-related incidents and service requests.
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- Provide Level 1 (and basic Level 2) technical supportfor hardware, software, network, and application issues.
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- Log and manage tickets using a service management tool(e.g., ServiceNow, Jira, Remedy).
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- Diagnose and troubleshoot technical issues, ensuring timely resolution within SLA guidelines.
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- Escalate unresolved issues to appropriate support teams or higher-level engineers.
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- Communicate effectively with users, providing updates and ensuring customer satisfaction.
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- Maintain accurate documentation of incidents, solutions, and knowledge base articles.
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- Perform routine system checks and support IT operations as needed.
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- Assist in onboarding/offboarding processes, including user account setup and access management.
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Key Skills

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- Solid problem-solving and troubleshooting skills.
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- Excellent communication and interpersonal skills.
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- Customer-oriented with a focus on service excellence.
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- Ability to prioritize tasks and work under pressure.
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- Good documentation and organizational skills.
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📌 SERVICE DESK LEAD (Victoria)
🏢 Buildit - Wipro Digital Global Engineering Studios
📍 Victoria