About Wipro Limited:

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging a holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world.

Role Purpose:

The Service Desk Analyst L1 role is responsible for delivering first-level IT support for end users, acting as the single point of contact (SPOC) for all IT service-related queries. This role involves working on a 24x5 schedule and requires self-managed travel to the client’s premises.

Key Responsibilities:

• Provide assistance and support to users with L1-level IT queries and issues.
• Act as the single point of contact for IT services under scope.
• Monitor and respond promptly to requests received through the IT Helpdesk system.
• Follow standard help desk operating procedures.
• Log IT-related incidents, service requests, and events from users via phone, email, or self-service portal.
• Record, track, and update incident details in ServiceNow.
• Respond to requests for technical assistance in person, via phone, or electronically.
• Route service requests to appropriate support teams for resolution.
• Assist with onboarding and offboarding processes for employees.
• Handle general account management tasks.
• Identify and escalate incidents based on defined priority levels.
• Manage user and computer properties on systems like SSO, MFA, and Active Directory.
• Perform system and software upgrades and maintenance.
• Configure and provide end-user support for desktops and laptops.
• Configure network settings using DHCP, DNS, and third-party software.
• Generate service management reports as mutually agreed upon and share them with stakeholders.
• Verify and assign incidents based on the priority matrix.
• Document internal procedures and update knowledge articles regularly.
• Ensure timely resolution of incidents to meet service levels.
• Maintain excellent customer service standards and act as a champion for users.

Key Technical Skills:

TIS Service Desk, ServiceNow, Active Directory, DHCP, DNS, User Support, Incident Management, Account Management, Desktop Support, Laptop Support

Requirements:

• Diploma or Bachelor’s degree in Science or equivalent experience.
• Minimum of 1.5 years of experience in IT support or service desk roles.
• Working knowledge of fundamental operations of relevant software and systems.
• Familiarity with call tracking and ticketing applications (e.g., ServiceNow).
• Good understanding of Active Directory operations.
• Strong written and verbal communication skills.
• Knowledge and experience of customer service practices.
• User support experience, including remote support.
• Ability to work independently and manage shifting priorities.
• Strong problem-solving and troubleshooting skills.
• Willingness to work in a 24x5 environment and travel independently to the client location.

Note: This particular role is open only for male candidates as per the client’s operational requirements.

Company Culture and Values:

Wipro emphasizes reinvention and growth, both at an organizational and individual level. Employees are encouraged to evolve their careers, learn new skills, and thrive in a diverse, inclusive, and supportive environment. Wipro is an equal opportunity employer welcoming applications from people of all backgrounds, including persons with disabilities. Accommodations are available during the recruitment process upon request.