Help Desk

Join Wipro Limited as an on-site Help Desk professional in Minneapolis, MN. This role focuses on triaging and resolving high-priority incident tickets and service requests, conducting incident analysis, and contributing to change requests and service improvements within defined SLAs. The position offers a salary range of USD 45,000 to 121,000 per year and requires a minimum of three years of desktop support experience.

Responsibilities

• Triaging and resolution of tickets - Perform initial triage for high priority incident tickets (P2) that may impact one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and related root causes to support evaluation of mitigation measures.
• Resolution of service requests - Fulfil software/hardware/network service requests within agreed timelines, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• SLA Monitoring - Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Change request execution - Create change requests as per the priority of the incident tickets in adherence with defined guidelines.
• Present changes for approval with rollback plans in change approval meetings.
• Execute approved changes and document post-implementation outcomes.
• Incident analysis - Analyse nature of incidents to support root cause analysis and related service improvement plans.
• Contribute toward development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

Requirements

• Desktop Support.
• 3-5 Years.

Benefits

• Medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options

Role purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of Responsibility

• Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and related root causes, to support in evaluation of mitigation measures.
• Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
• Present changes for approval with rollback plans in change approval meetings.
• Execute approved changes and document post-implementation outcomes.
• Analyse nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.

Mandatory Skills

• Desktop Support.

Experience

• 3-5 Years.