Service Desk Analyst L2(Contract)
Job Summary
Job Summary
We are seeking a skilled and customer-focused Service Desk Analyst to provide Level 1/Level 2 technical support to end users. The ideal candidate will have strong troubleshooting skills excellent communication and hands-on experience supporting Windows environments desktops laptops applications and enterprise IT systems.
The Service Desk Analyst will be responsible for resolving technical issues managing service requests documenting incidents and ensuring timely resolution while maintaining a high level of customer satisfaction.
Key Responsibilities
- Provide Level 1/Level 2 technical support to end users via phone email chat and ticketing systems.
- Troubleshoot issues related to Windows 10/11 laptops desktops printers mobile devices and peripherals.
- Diagnose and resolve hardware software network and application-related issues.
- Install configure and troubleshoot desktop applications and system software.
- Support Active Directory tasks including password resets account unlocks and basic user administration.
- Troubleshoot Microsoft Office 365 / Microsoft 365 applications including Outlook Teams Word Excel and OneDrive.
- Create update prioritize and close incidents and service requests in an ITSM/ticketing system.
- Follow established SLA escalation and incident management procedures.
- Escalate complex technical issues to appropriate Level 2/Level 3 teams.
- Perform basic network troubleshooting including TCP/IP DNS DHCP VPN Wi-Fi and connectivity issues.
- Assist with user onboarding/offboarding system access software installations and equipment provisioning.
- Maintain accurate documentation of troubleshooting steps and resolutions in the knowledge base.
- Monitor open tickets and proactively follow up with users to ensure timely resolution.
- Support remote users using remote desktop/support tools.
- Follow IT security compliance and organizational policies.
- Provide excellent customer service and maintain professional communication with end users.
Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.