IT Service Desk Analyst: Incident Triage & SLA Focus

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 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.