SERVICE DESK ANALYST L2(CONTRACT)

Wipro Technologies; Plano (TX); On-site; USD 38,000 - 84,000; Full time

Benefits offered by this job

Medical and dental benefits options

Disability insurance

Paid time off (inclusive of sick leave

Other paid and unpaid leave options

Job summary

Wipro Limited in Plano, Texas is seeking a Service Desk Analyst (L2) on contract to provide Level 1/2 technical support for Windows desktops, laptops, and apps. You will troubleshoot issues, manage incidents in ITSM, and ensure timely resolution with strong customer service.

Responsibilities include active directory tasks, Office 365/365 apps, and remote support. 1-3 years of experience required; compensation ranges from $37,500 to $83,600, with standard company benefits.

Qualifications

• 1–3 years of experience in service desk / IT support
• Strong troubleshooting and customer service orientation
• Experience supporting Windows 10/11, desktops, laptops, and applications

Responsibilities

• Provide Level 1/Level 2 technical support to end users via phone, email, chat, and ticketing systems
• Troubleshoot Windows 10/11, desktops, laptops, printers, and peripherals
• Diagnose and resolve hardware, software, network, and application issues
• Install, configure, and troubleshoot desktop applications and system software
• Manage incidents and service requests in ITSM system

Skills

TIS Service Desk

Job description

Job Title: SERVICE DESK ANALYST L2(CONTRACT)

City: Plano

State/Province: Texas

Posting Start Date: 8/25/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Summary

We are seeking a skilled and customer-focused Service Desk Analyst to provide Level 1/Level 2 technical support to end users. The ideal candidate will have strong troubleshooting skills, excellent communication, and hands-on experience supporting Windows environments, desktops, laptops, applications, and enterprise IT systems.

The Service Desk Analyst will be responsible for resolving technical issues, managing service requests, documenting incidents, and ensuring timely resolution while maintaining a high level of customer satisfaction.

Key Responsibilities

• Provide Level 1/Level 2 technical support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot issues related to Windows 10/11, laptops, desktops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Install, configure, and troubleshoot desktop applications and system software.
• Support Active Directory tasks including password resets, account unlocks, and basic user administration.
• Troubleshoot Microsoft Office 365 / Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Create, update, prioritize, and close incidents and service requests in an ITSM/ticketing system.
• Follow established SLA, escalation, and incident management procedures.
• Escalate complex technical issues to appropriate Level 2/Level 3 teams.
• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and connectivity issues.
• Assist with user onboarding/offboarding, system access, software installations, and equipment provisioning.
• Maintain accurate documentation of troubleshooting steps and resolutions in the knowledge base.
• Monitor open tickets and proactively follow up with users to ensure timely resolution.
• Support remote users using remote desktop/support tools.
• Follow IT security, compliance, and organizational policies.
• Provide excellent customer service and maintain professional communication with end users.

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

The expected compensation for this role ranges from $37,500 to $83,600.

Based on the position, the role is also eligible for Wipro's standard benefits.

• 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.

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.

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.