ADMINISTRATOR L2

Wipro; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

Wipro in Mumbai is seeking a desktop support professional responsible for triaging and documenting priority incidents, supporting resolution of software and hardware service requests, and ensuring SLA adherence. You will perform initial triage, log tickets, monitor SLAs, and escalate delays when required, with opportunities to assist in change requests.

1–3 years of experience preferred. Join Wipro's digital transformation journey and grow in a role that blends hands-on support with process

Qualifications

• Experience: 1-3 years in desktop support.
• Proficient in triage, incident logging and SLA adherence.
• Wipro culture and digital transformation focus.

Responsibilities

• Triaging and resolving priority incident tickets (P3) with documentation and SLA adherence.
• Track and assist in resolution of software/hardware/network service requests.
• Monitor SLA timelines and escalate delays as needed.
• Assist in creation of change requests based on incident types.

Skills

Desktop Support

Job description

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.

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
.

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.