Service Desk Analyst

As a Service Desk Analyst L1 at Wipro, your role will involve providing assistance and support to users with L1 type of queries and issues. You will serve as the single point of contact for IT services, monitor and respond promptly to requests received through the IT Helpdesk system, and follow standard help desk procedures. Your responsibilities will include: - Logging IT-related incidents, service requests, and events - Recording, tracking, and updating incident information in Service Now - Responding to technical assistance requests in person, via phone, or electronically - Routing service requests to the appropriate teams - Assisting with the onboarding and offboarding of employees - Managing user and computer properties on systems like SSO, MFA, and AD - Performing upgrades and maintenance of system and software applications - Providing configuration and end-user support for desktops, laptops, and network settings using DHCP, DNS, and third-party software - Generating service management reports - Verifying/assigning incidents based on the priority matrix - Documenting internal procedures - Ensuring incidents are resolved in a timely manner Qualifications Required: - Diploma/bachelor's degree in science or equivalent experience - Minimum 1.5 years of experience - Working knowledge of fundamental operations of relevant software background and others - Knowledge of relevant call tracking applications - Knowledge of Active Directory - Good written and verbal communication skills - Knowledge and experience of customer service practices - User support experience, including remote support If you are passionate about reinventing yourself and your skills, Wipro offers a dynamic environment where you can be part of a modern, end-to-end digital transformation journey. Join us and be empowered to design your own reinvention as we evolve with the changing world. Applications from individuals with disabilities are encouraged and welcomed at Wipro.,