Service Desk Analyst- L1

2 weeks ago


Ahmedabad, Gujarat, India Wipro Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Preferred Candidate profile:

  • 3-8 yrs of experience in SD can apply
  • comfortable with rotational shift.
  • Good knowledge of laptop desktop troubleshooting
  • Good experience of service desk
  • Excellent knowledge about VPN/Windows OS, M365, Active Directory, Active Role Server

Key Responsibilities: -

  • Responsible for assisting end users on applications problems, system administration issues, or network concerns
  • Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via Telephone, Chat or Email.
  • Identify and escalate tickets requiring urgent attention and action.
  • Log all contacts and document all the activities accurately and completely within the incident management tool.
  • Deal with and resolve helpdesk requests.
  • Take ownership of user issues and resolve the problems on behalf of the user and communicate progress in a timely manner
  • Open to working in a 24*7 environment with rotating shifts and rotating week-offs & Holidays

Skill Required: -

  • Previous experience in IT helpdesk (Chat & Voice)
  • Excellent communication skills (Verbal, Written)
  • Knowledge of Windows, Mac OS, and Virtual Desktop Environments
  • Decent Typing speed
  • Awareness of basic networking concepts like DHCP, DNS, TCP/IP, VPN and technologies
  • Provide standard application support including but not limited to: Outlook Email, MS 365, Zoom, VPN, Browsers, Avaya One-X Softphone, Software installation/ Uninstallation, Corporate Mobile, etc.
  • Password reset, BitLocker, account management, Endpoint security issues, Virtual Desktop (Teams, Webex, Zoom etc.)
  • Active directory, MFA and Printer Mapping.


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