Epic Help Desk

Wipro Technologies; Minneapolis (MN); On-site; USD 60,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

Wipro Technologies in Minneapolis, MN, seeks a trouble‑shooter to resolve priority incident tickets and service requests while contributing to incident analysis and continuous service improvement. The role emphasizes desktop support with strong SLA discipline and cross‑team collaboration.

Responsibilities include triage and resolution of P2/P3 tickets, logging incidents, documenting root causes, and supporting change requests with rollback plans.

Qualifications

• 3–5 years of desktop support experience.

Responsibilities

• Triaging and resolution of high priority incident tickets (P2) and resolving priority incident (P3) tickets within SLAs.
• Create logs of incidents and document observations and root causes to support mitigation measures.
• Fulfil software/hardware/network service requests within defined timelines and SLAs while maintaining quality and accuracy.
• Monitor SLA timelines across incident lifecycle; escalate as needed and participate in service review meetings.
• Create change requests per incident priority, present changes for approval with rollback plans, and document outcomes.
• Analyze incidents to support root cause analysis and service improvement plans.
• Identify patterns to mitigate repeat incidents and contribute to mitigation actions.

Skills

Desktop Support

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.The expected compensation for this role ranges from $45,000 to $121,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.