Desktop Support

Overview The role is to resolve, maintain and manage the client\'s software, hardware, and network based on service requests raised from end users, as per the defined SLAs, to ensure client satisfaction. Responsibilities Ensure timely response to all tickets raised by the client end user. Provide service request solutioning by maintaining quality parameters. Act as a custodian of the client\'s network, server, system, storage, platform, infrastructure and other equipment to keep track of proper functioning and upkeep. Monitor the number of tickets raised (dial home, email, chat, IMS) and ensure correct solutioning as per the defined resolution timeframe. Perform root cause analysis of tickets and create an action plan to resolve problems to ensure client satisfaction. Provide acceptance and immediate resolution to high-priority tickets/service requests. Install and configure software/hardware requirements based on service requests. Maintain 100% adherence to timeliness per issue priority to manage client expectations and minimize escalations. Provide application/user access as per client requirements to ensure timely solutioning. Track all tickets from acceptance to resolution as per the resolution time defined by the customer. Maintain timely backup of important data/logs and management resources to ensure the solution meets quality standards and maintains client satisfaction. Coordinate with on-site teams for complex problem resolution and timely client servicing. Review logs gathered by chat bots and ensure all service requests/issues are resolved promptly. Qualifications and requirements Experience: 3-5 Years Mandatory Skills: Desktop Support Compensation and benefits The expected compensation for this role ranges from $45,000 to $121,000. Final compensation depends on factors including geographical location, skills and relevant experience. The position is eligible for Wipro\'s standard benefits including medical and dental options, disability insurance, paid time off (including sick leave), and other paid/unpaid leave options. Applicants may be required to undergo post-offer drug screening where permitted by law. Wipro provides equal employment opportunities to all employees and applicants and prohibits discrimination or harassment of any kind based on 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 law. 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 bold ambitions. We value reinvention of yourself, your career, and your skills and encourage ongoing evolution of our business and industry. Join a purpose-driven organization that empowers you to design your own reinvention. #J-18808-Ljbffr