IT Service Desk Analyst II – Frontline Tech Support

Wipro Ltd.; San Antonio (TX); On-site; USD 36,000 - 76,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro Ltd. in the United States seeks an L1 Service Desk Administrator to be the first point of contact for end users, providing basic IT support and incident logging to maintain smooth day-to-day operations.

You will handle tickets via phone, email, or ITSM tool, perform password resets, manage user accounts, and escalate complex issues while maintaining knowledge bases and SLA compliance.

Qualifications

• Mandatory skill: TIS Service Desk.

Responsibilities

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and SLAs.
• Deliver excellent customer service and professional communication with end-users.

Skills

TIS Service Desk

Job description

Wipro Ltd. in the United States seeks an L1 Service Desk Administrator to be the first point of contact for end users, providing basic IT support and incident logging to maintain smooth day-to-day operations.

You will handle tickets via phone, email, or ITSM tool, perform password resets, manage user accounts, and escalate complex issues while maintaining knowledge bases and SLA compliance.