Job Summary
Service Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests, troubleshooting basic IT issues, escalating complex problems, and ensuring smooth day-to-day IT operations. The administrator provides timely support to maintain productivity across the organization.
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.
Required Skills & Qualifications
* Hands on experience in IT support or helpdesk roles.
* Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
* Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
* Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
* Strong problem-solving and analytical skills.
You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. The benefits include;
* Contributory pension
* Life insurance policy
* Private medical insurance
Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants are welcome.
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