Service Desk Specialist

Wipro; Belfast City District; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Competitive salary and benefits

Training and professional development

Exposure to a broad range of tech

Opportunities to develop within IT

Collaborative and inclusive culture

Job summary

Wipro is seeking an L1 Service Desk Administrator to join our IT support team. You will be the first point of contact for end-users, responding to requests, troubleshooting issues and ensuring incidents are tracked and progressed promptly.

The role operates in a fast-paced 24/7 environment, with opportunities to develop in IT support and gain exposure to a broad range of technologies and processes.

Qualifications

• Proficient with Windows, macOS or Linux and standard workplace apps.
• Strong understanding of basic networking (IP, DNS, VPN, Wi‑Fi).
• Experience with IT ticketing systems (ServiceNow, Jira, Zendesk).
• Good problem-solving and multitasking abilities.
• Clear written and verbal communication with a customer focus.

Responsibilities

• Serve as first point of contact for IT queries via calls, chats, emails and tickets.
• Log, categorize, prioritise and monitor incidents in the service management tool.
• Provide first‑level support for hardware, software, network, app and password issues.
• Escalate unresolved incidents to L2/L3 with proper documentation.

Skills

Windows/macOS/Linux

Networking fundamentals

Ticketing systems (ServiceNow/Jira/Zen

Education

Bachelor's in Computer Science/IT

Tools

ServiceNow

Jira

Zendesk

Job description

Wipro is looking for an L1 Service Desk Administrator to work within our IT support team. As an L1 Service Desk Administrator, you will be the first point of contact for end-users requiring technical assistance.

You will respond to support requests, troubleshoot common IT issues and ensure incidents are recorded, prioritised and progressed effectively. Working in a fast-paced, 24/7 support environment, you will help maintain productivity by delivering timely and professional technical support across multiple communication channels.

About Wipro

Wipro is a leading global information technology, consulting and business process services organisation. We combine technology expertise, innovation and industry knowledge to help our customers achieve their business objectives.

You will be joining an inclusive and collaborative organisation that offers opportunities to develop your technical knowledge, strengthen your customer service capabilities and progress within the wider IT support environment.

As an L1 Service Desk Administrator, you will receive:

• A competitive salary and benefits package
• Training and professional development opportunities
• Exposure to a broad range of technologies and support processes
• Opportunities to develop towards advanced IT support roles
• A collaborative and inclusive working environment

Your Responsibilities

As an L1 Service Desk Administrator, you will be responsible for:

• Acting as the first point of contact for IT queries received through telephone calls, chats, emails and web tickets
• Logging, categorising, prioritising and monitoring incidents and service requests within the IT service management tool
• Providing first-level support for hardware, software, network, application, password and user-access issues
• Guiding users through clear, step-by-step solutions and escalating unresolved incidents to L2 or L3 support teams with accurate documentation
• Following up on open tickets, maintaining knowledge articles and supporting compliance with IT policies, security standards and service-level agreements

Mandatory Skills

You will have:

• Working knowledge of Windows, macOS or Linux operating systems and commonly used workplace applications
• An understanding of networking fundamentals, including IP, DNS, VPN and Wi‑Fi troubleshooting
• Familiarity with IT ticketing systems such as ServiceNow, Jira, Zendesk or equivalent platforms
• Strong problem‑solving skills with the ability to manage multiple requests and changing priorities
• Clear written and verbal communication skills with a professional, customer‑focused approach

Ideally, you will have:

• A degree or relevant qualification in Computer Science, Information Technology or a related subject
• Familiarity with user‑account administration, password resets and access permissions
• An understanding of IT service management processes and support documentation
• A collaborative and adaptable approach to working within a technical support team
• Strong attention to detail and a commitment to delivering consistent, high-quality service

Working Requirements

This role operates within a 24/7 support environment. You must therefore be:

• Flexible to work rotational hours and weekends according to business requirements
• Comfortable providing support through chats, telephone calls and web-based tickets
• Able to follow established attendance and leave‑request procedures, including obtaining prior approval from the relevant Team Lead for planned leave

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.