IT Service Desk Lead – First-Line Support

Wipro; Belfast City District; On-site; GBP 21,000 - 32,000; Full time

Job summary

Wipro Limited is seeking an IT Service Desk Analyst to act as the first point of contact for IT-related queries in Belfast. You will log and triage incidents, provide first-level troubleshooting, reset passwords, and assist users with access permissions.

The role emphasizes customer service, adherence to SLAs, and maintaining clear documentation while working with security policies and knowledge base articles.

Qualifications

• Experience in IT service desk or helpdesk support.
• Able to troubleshoot hardware, software, network and applications.
• Familiar with incident logging and SLA management.

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.

Skills

IT support

Customer service

Incident management

Job description

Wipro Limited is seeking an IT Service Desk Analyst to act as the first point of contact for IT-related queries in Belfast. You will log and triage incidents, provide first-level troubleshooting, reset passwords, and assist users with access permissions.

The role emphasizes customer service, adherence to SLAs, and maintaining clear documentation while working with security policies and knowledge base articles.