IT Service Desk Analyst

Wipro; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking an IT Service Desk Analyst to deliver exceptional customer service and effective resolution of incidents. The role involves supporting end-users with IT-related issues and ensuring high standards of service. Candidates should have desktop support experience and a commitment to continuous improvement.

Benefits

Competitive salary

Pension

Extra holiday purchase

Life insurance

Private medical insurance

Qualifications

• 1-3 years of experience required.

Responsibilities

• Provide first-class support for all end-user incidents and service requests.
• Manage issues raised via calls, emails, and self-service.
• Lead continuous service improvement by identifying process enhancements.

Skills

Desktop Support

Job description

Join to apply for the IT Service Desk Analyst role at Wipro.

To provide excellent customer service and high-quality resolutions to all customers as part of a 2nd Line Support team for incidents and service requests in line with Service Centre objectives.

Job description:

Role: 2nd Line Support (service desk)

Role Purpose

To deliver exceptional customer service and effective resolution of incidents and service requests as part of the 2nd Line Support team, aligned with Service Centre objectives.

Responsibilities:

• Provide first-class, multi-site support for all end-user incidents and service requests related to business and IT environments, maintaining high ownership throughout the incident lifecycle.
• Prioritize, analyze, diagnose, resolve, or reassign a wide range of incidents using the Knowledge Base, covering hardware, OS, applications, and networks.
• Maintain clear, accurate, and timely information for every incident or request to facilitate effective triaging, request fulfillment, and communication with end users and other IT teams.
• Support investigation and diagnosis of problems for workarounds or root causes, proposing and implementing solutions where change management is not required.
• Own customer service on a call-by-call basis, taking end-to-end responsibility for service requests.
• Manage issues raised via calls, emails, self-service, and face-to-face interactions, following incident management and request fulfillment processes.
• Understand and proactively follow escalation procedures.
• Ensure incidents and requests are managed effectively, meeting SLA targets and complying with quality, security, and risk policies.
• Monitor incident and request status and progress.
• Lead continuous service improvement by identifying and implementing process enhancements and problem prevention strategies.
• Ensure high standards of customer service, aligning with PITSC and Wipro values.
• Provide guidance, support, and mentorship to 1st Line Analysts.
• Work under general supervision, reporting issues or completion status to supervisors.
• Deliver high-quality outputs within set timelines, reviewing own work against milestones.
• Identify early problems and use discretion and initiative for resolution, seeking guidance when needed.
• Use Wipro methods, tools, and applications appropriately.
• Build and maintain strong relationships with 3rd Line teams, especially in EUC, Networks, Security, Retail, eCommerce, and Supply Chain, to identify problems and process improvements.

Mandatory Skills:

Desktop Support

Experience:

1-3 Years

Additional Information:

We are building a modern Wipro, a digital transformation partner committed to reinvention and diversity. Applications from people with disabilities are explicitly welcome.

Benefits:

• Competitive salary and benefits package including pension, extra holiday purchase, life insurance, and private medical insurance.

Employment Details:

• Seniority level: Entry level
• Type: Full-time
• Function: Customer Service and IT
• Industries: IT Services and Consulting