SERVICE DESK LEAD L1

Wipro Limited; 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 (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.

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.

Mandatory Skills: TIS Service Desk.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [e-mail] . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail] .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.