Help Desk Analyst: Incident Triage & Service Requests

Wipro Technologies; Minneapolis (MN); On-site; USD 45,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

Wipro Limited is seeking a Desktop Support professional to resolve priority incident tickets and service requests while contributing to incident analysis and continual service improvement. The role supports software, hardware, and network requests, with strict adherence to SLAs across incidents and changes.

Equal opportunity employer, with standard benefits and post-offer screening. The position requires 3–5 years of desktop support experience, located in the United States.

Qualifications

• Mandatory: Desktop Support experience.

Responsibilities

• Triaging and resolution of tickets (high priority incident tickets, P2) and resolution of priority incident (P3) tickets within SLAs.
• Create logs of incidents and document observations and root causes to support mitigation.
• Fulfil software/hardware/network service requests within agreed timelines and maintain SLA adherence.
• Monitor SLA timelines across incident lifecycle and escalate as needed; participate in service reviews.
• Create and present change requests with rollback plans; execute approved changes and document outcomes.
• Analyze incidents to support root cause analysis and improve mitigation to reduce repeats.

Skills

Desktop Support

Job description

Wipro Limited is seeking a Desktop Support professional to resolve priority incident tickets and service requests while contributing to incident analysis and continual service improvement. The role supports software, hardware, and network requests, with strict adherence to SLAs across incidents and changes.

Equal opportunity employer, with standard benefits and post-offer screening. The position requires 3–5 years of desktop support experience, located in the United States.