job description
Join Wipro, a global leader in digital transformation and IT services, as a Service Desk Analyst (Level 2) in the vibrant tech hub of Bali, Indonesia. We are reinventing the future of technology, and we need your expertise to drive seamless IT support and elevate user experiences for our clients worldwide.
In this role, you will be at the forefront of our IT support operations, troubleshooting complex technical issues, and ensuring our systems run smoothly. Youâll collaborate with cross-functional teams to resolve incidents, implement solutions, and contribute to Wiproâs mission of delivering cutting-edge digital transformation services. Whether youâre based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, this is your chance to grow your career in a dynamic, fast-paced environment while enjoying the unique lifestyle Bali offers.
Wipro is committed to fostering innovation, diversity, and professional growth. As a Service Desk Analyst (L2), youâll have access to continuous learning opportunities, a supportive global team, and the chance to work on projects that shape the future of technology. If youâre passionate about IT support, problem-solving, and making a tangible impact, we want to hear from you!
Why Wipro?
- Global exposure with a leading digital transformation partner
- Competitive salary and benefits package
- Opportunities for career advancement and skill development
- Work-life balance in one of the worldâs most desirable locations
- Collaborative and inclusive work culture
Responsibility
- Provide Level 2 technical support for IT incidents and service requests, ensuring timely resolution and minimal downtime.
- Troubleshoot hardware, software, and network issues, escalating complex problems to Level 3 support when necessary.
- Collaborate with cross-functional teams to implement IT solutions and improve system performance.
- Maintain accurate documentation of incidents, resolutions, and knowledge base articles for future reference.
- Monitor and manage IT service desk queues, prioritizing tasks based on urgency and impact.
- Assist in the deployment, configuration, and maintenance of IT infrastructure and applications.
- Provide training and guidance to Level 1 support teams to enhance their technical capabilities.
- Participate in IT projects and initiatives aimed at improving service delivery and user experience.
Qualifications
- Bachelorâs degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum of 2-3 years of experience in IT support, service desk, or helpdesk roles.
- Strong knowledge of ITIL processes, incident management, and service desk best practices.
- Proficiency in troubleshooting hardware, software, and network issues (e.g., Windows OS, Active Directory, VPN, remote desktop).
- Experience with IT service management tools (e.g., ServiceNow, Zendesk, or similar).
- Excellent communication skills in English, with the ability to explain technical concepts to non-technical users.
- Certifications such as ITIL v4, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Ability to work in a fast-paced, collaborative environment with a customer-centric mindset.