ADMINISTRATOR L2(CONTRACT)

Wipro Technologies; Reading; On-site; GBP 28,000 - 40,000; Full time

Job summary

Wipro Limited is seeking a Desktop Support professional to assist in triage and documentation of priority incidents, and to support resolution of software and hardware service requests with strict SLA adherence.

Role involves monitoring SLAs, escalating delays, and assisting in change requests as required. This position emphasizes equal opportunity employment and inclusive workplace values at Wipro.

Qualifications

• Experience in triage and incident documentation.
• Ability to log and process software/hardware/service requests within SLAs.
• Experience monitoring SLA timelines and escalating delays.

Responsibilities

• Triaging and resolution of priority incident tickets (P3) and documenting them per SLA.
• Track and assist in resolution of software/hardware/network service requests within defined timelines.
• Monitor SLA timelines for the lifecycle of tickets and escalate delays or breaches.
• Assist in creating change requests based on incident tickets raised and resolved.

Skills

Desktop Support

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Role Purpose

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Areas of responsibility

• Triaging and resolution of tickets-Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.
• Resolution of service Requests-Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.
• SLA Monitoring-Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches.
• Change request execution-Assist in creation of change requests basis types of incident tickets which are raised and resolved.

Mandatory Skills: Desktop Support.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.