SERVICE DESK LEAD L1
On-site
Belfast, United Kingdom
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
Key Responsibilities :
- Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in the ITSM tool.
- Provide first-level troubleshooting for hardware, software, network, and application issues.
- Reset passwords, manage user accounts, and assist with access permissions.
- Guide users through step-by-step solutions for common technical problems.
- Escalate unresolved issues to L2/L3 support teams with detailed documentation.
- Monitor and follow up on open tickets to ensure timely resolution.
- Maintain knowledge base articles and update documentation for recurring issues.
- Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
- Deliver excellent customer service and maintain professional communication with end-users.
Source: the employer's careers page. Last checked 2026-10-27. Posted 2026-10-27.
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