Administrator L2

Wipro; Gurugram District; On-site; INR 250,000 - 350,000; Full time

Job summary

Wipro in Gurugram is seeking a service desk professional to assist in triage and documentation of priority incidents, ensuring SLA adherence and timely escalation when needed. You will support resolution of software and hardware service requests, track SLA timelines across the incident lifecycle, and help create change requests based on incident types.

Priority knowledge of audio-visual support is a plus, and the role suits someone with 1–3 years of experience in IT support.

Qualifications

• Mandatory Audio Video skills for incident triage and support.
• 1–3 years of experience in IT support or service desk roles.
• Experience with triage, SLA procedures, and incident documentation.

Responsibilities

• 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.

Skills

Audio Video

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: Audio Video
.

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: