Epic Help Desk

Wipro Limited is offering an on-site opportunity in Minneapolis, Minnesota, with a salary range of USD 45,000 - 121,000 per year. The role centers on resolving priority incident tickets and service requests, with opportunities to contribute to incident analysis, change requests, and ongoing service improvement.

Benefits

• Medical and dental benefits options
• Disability insurance
• Paid time off including sick leave
• Other paid and unpaid leave options

Role Purpose

The role focuses on rapidly resolving priority incident tickets and service requests, and participates in incident analysis, change request preparation, and ongoing service improvement initiatives.

Areas of Responsibility

• Triaging and resolving high priority incidents (P2) that may affect multiple processes, and handling P3 tickets within defined SLAs.
• Documenting incident observations and root causes to support mitigation planning.
• Fulfilling software, hardware, and network service requests within agreed timelines while maintaining quality and SLA adherence.
• Monitoring SLA timelines across the lifecycle of high priority incidents; escalating as needed and participating in regular service review meetings with clients and internal teams.
• Creating change requests according to incident priority, presenting for approval with rollback plans, executing approved changes, and documenting post-implementation outcomes.
• Analyzing incident patterns to support root cause analysis and service improvement plans, contributing to mitigation actions to reduce recurrence.

Responsibilities

• Perform initial triage for high priority incident tickets (P2) that may impact several processes and resolve P3 tickets within defined SLAs.
• Log incidents and capture observations and potential root causes to inform mitigation efforts.
• Close software, hardware, and network service requests within agreed timelines, ensuring SLA compliance and accuracy in request handling.
• Track SLA progress throughout the incident lifecycle, escalate as needed, and participate in weekly or monthly reviews with clients and internal teams.
• Develop and present change requests aligned with incident priority, include rollback plans, implement approved changes, and document outcomes post-implementation.
• Study incident characteristics to support root cause analysis and drive continuous service improvement initiatives.

Requirements

• Desktop Support
• 3-5 Years
• Onsite presence in Minneapolis, Minnesota