SupportJobs.io
← Back to all jobs
Wipro Limited

Epic Help Desk

Wipro Limited
Minneapolis, MN $45k - $121k/yr Full time Posted 5h ago
Customer Support Electronic Medical Records End User Support Epic Epic Systems Help Desk Support Incident Management Information Technology (IT) IT Services ITSM Service Desk ServiceNow Servicenow Technical Support
Apply Now

Job Description

Onsite in Minneapolis, MN, Wipro Limited offers an Epic Help Desk role with a salary range of USD 45,000 to 121,000 per year. Benefits include medical and dental options, disability insurance, paid time off including sick leave, and other paid and unpaid leave options. This position focuses on resolving priority incident tickets and service requests while providing Epic EMR Tier 1 and MyChart Tier 1 support in a help desk environment. The role involves incident analysis, change request preparation, and contributing to continuous service improvement to ensure timely resolutions and high client satisfaction.

Responsibilities

  • Handle high priority incident tickets and service requests
  • Participate in incident analysis
  • Assist in preparing change requests
  • Contribute to ongoing service improvement initiatives
  • Ensure prompt responses to all tickets raised by client end users
  • Provide solutions for service requests while maintaining quality standards
  • Act as custodian of the client network, server, system, storage, platform, and related infrastructure, monitoring proper operation
  • Monitor ticket volume via dial-in, email, chat, and IMS, ensuring solutions within defined timeframes
  • Perform root cause analysis of tickets and create action plans to achieve client satisfaction
  • Accept and resolve high priority tickets with immediacy
  • Install and configure software and hardware per service requests
  • Adhere 100 percent to defined response times by issue priority to manage expectations and minimize escalations
  • Provide application and user access as required by the client to enable timely solutions
  • Track all tickets from acceptance to resolution against defined SLAs
  • Maintain timely backups of important data and logs to ensure quality outcomes
  • Coordinate with on-site teams for complex problem resolution and timely client servicing
  • Review logs gathered by chat bots to ensure timely resolution of service requests and issues

Requirements

  • Experience delivering Epic EMR Tier 1 and MyChart Tier 1 support
  • Background in a help desk or call center environment with inbound and outbound technical support
  • Experience writing knowledge base articles and tip sheets
  • Familiarity with ticketing systems, with ServiceNow experience preferred

Technologies

  • Epic EMR
  • MyChart
  • ServiceNow
  • Chatbots

Benefits

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

Mandatory Skills

  • Desktop Support

Experience

3 to 5 years of relevant experience

Similar Jobs