IT Incident & Service Desk L2 Administrator

Wipro Ltd.; Minneapolis (MN); On-site; USD 36,000 - 76,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Drug screening (post-offer)

Job summary

Wipro Limited is seeking a role focused on triage and documentation of priority incidents, ensuring SLA adherence and timely resolution of software, hardware, and network service requests. The position involves monitoring SLAs and assisting in change requests, with a strong emphasis on accurate ticketing and escalation where needed.

The role offers the opportunity to contribute to a large, global technology services company and participate in end-to-end incident management, with comprehensive

Qualifications

• Triaging and resolution of priority incident tickets (P3) with SLA adherence.
• Resolution of software/hardware/network service requests within defined timelines.
• SLA monitoring and escalation for delays or breaches.
• Change request creation based on incident types.

Responsibilities

• Triaging and resolution of priority incident tickets (P3) 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 within defined timelines.
• SLA monitoring: track SLA timelines for entire lifecycle of priority incident tickets and escalate delays.
• Change request execution: assist in creation of change requests based on incident tickets.

Skills

MS System Center Configuration Manager

Job description

Wipro Limited is seeking a role focused on triage and documentation of priority incidents, ensuring SLA adherence and timely resolution of software, hardware, and network service requests. The position involves monitoring SLAs and assisting in change requests, with a strong emphasis on accurate ticketing and escalation where needed.

The role offers the opportunity to contribute to a large, global technology services company and participate in end-to-end incident management, with comprehensive