Administrator L2

Wipro; Ahmedabad District; On-site; INR 300,000 - 540,000; Full time

Job summary

Wipro in India is seeking a Service Desk Analyst to support priority incidents and service requests. You will perform initial triage, document actions, and ensure SLA adherence.

Responsibilities include tracking tickets across software, hardware, and network requests, monitoring SLA timelines, escalating delays, and assisting in creating change requests.

Experience of 1-3 years in IT service desk is preferred; join a team driving digital transformation and reinvention.

Qualifications

• Mandatory: TIS Service Desk.
• 1-3 years of experience.
• Experience in incident triage and ticket documentation.

Responsibilities

• Triaging and resolution of tickets, assist in initial triage and response for priority incident tickets (P3) within SLA.
• Track and assist in resolution of software/hardware/network service requests within defined timelines.
• Monitor SLA timelines and escalate delays to higher levels.
• Assist in creation of change requests based on incident tickets.

Skills

TIS Service Desk

Job description

Job Description

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: TIS Service Desk.

Experience: 1-3 Years.

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.

Requirements: