SERVICE DESK LEAD L1 in Melbourne

29d ago , from Buildit - Wipro Digital Global Engineering Studios

Service Desk Analystis responsible to provide technical support and ensure efficient resolution of IT issues and will act as the first point of contact for end-users, delivering high-quality support and maintaining service excellence in line with organizational standards

Key Responsibilities

• Serve as the primary point of contactfor all IT-related incidents and service requests.
• Provide Level 1 (and basic Level 2) technical supportfor hardware, software, network, and application issues.
• Log and manage tickets using a service management tool(e.g., ServiceNow, Jira, Remedy).
• Diagnose and troubleshoot technical issues, ensuring timely resolution within SLA guidelines.
• Escalate unresolved issues to appropriate support teams or higher-level engineers.
• Communicate effectively with users, providing updates and ensuring customer satisfaction.
• Maintain accurate documentation of incidents, solutions, and knowledge base articles.
• Perform routine system checks and support IT operations as needed.
• Assist in onboarding/offboarding processes, including user account setup and access management.

Key Skills

• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Customer-oriented with a focus on service excellence.
• Ability to prioritize tasks and work under pressure.
• Good documentation and organizational skills.