ADMINISTRATOR L3

Wipro; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Wipro in Bengaluru is seeking a Desktop Support professional to resolve priority incident tickets (P2/P3) and fulfill software/hardware/network service requests within SLAs. You will log incidents, document observations, and support incident analysis for mitigation.

The role emphasizes ongoing service improvement, SLA monitoring, and change request execution with rollback plans. Ideal candidates have 3-5 years of desktop support experience and a passion for reinvention, aligning with Wipro's

Qualifications

• 3-5 years of hands-on desktop support experience.
• Experience handling incident queues and SLA adherence.
• Good communication skills.

Responsibilities

• Triaging and resolution of tickets- Perform initial triage for high priority incident tickets (P2) and resolve priority incident (P3) tickets within SLAs.
• Create log of incidents and document observations and related root causes to support mitigation.
• Resolution of service requests- fulfill software/hardware/network requests within agreed timelines and SLAs.
• SLA monitoring- monitor SLA timelines across incident lifecycles and escalate as needed.
• Change request execution- create and present change requests with rollback plans; execute approved changes.
• Incident analysis- analyze incidents to support root cause analysis and service improvement plans.
• Contribute to development of mitigation actions to reduce repeat incidents.

Skills

Desktop Support

Job description

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Job description:

Job Description

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of responsibility

• Triaging and resolution of tickets- "Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs."
• Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. ""
• Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Change request execution- "Create change requests as per the priority of the incident tickets in adherence with the defined guidelines. Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."
• Incident Analysis- "Analyse nature of incidents to support root cause analysis and related service improvement plans."
• Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."

Mandatory Skills: Desktop Support .

Experience: 3-5 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.