L1 Service Desk Administrator

About the job

Wipro is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 240,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

Job Summary – The L1 Service Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests, troubleshooting basic IT issues, escalating complex problems, and ensuring smooth day-to-day IT operations. The administrator provides timely support to maintain productivity across the organization.

• Type of contract: permanent employment / full time employment
• Duration of contract: 1 year (possibility to get extended)
• Model of working: Hybrid: 3 days / week at client's office in Budapest
• Rotational, also night and weekend shifts - 24 / 7 schedule, from Monday to Sunday

IMPORTANT:

• We are 24/7 Support. Work flexible hours, including weekends as per business requirement.
• Flexible to support on chats, calls, and web tickets.
• No Unplanned Leaves, for any availing leaves you will need to take approval from your Team Lead.

Key Responsibilities:

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Deliver excellent customer service and maintain professional communication with end-users.

Required Skills & Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (preferred).
• 0–2 years of experience in IT support or helpdesk roles.
• Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
• Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.

Desired Attributes:

• Customer-focused mindset with patience and empathy.
• Willingness to learn and grow into advanced IT support roles.
• Team player with adaptability to changing priorities.
• Attention to detail and commitment to quality service delivery.

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.