Epic Help Desk

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.

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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.

• Triaging and resolution of tickets:
  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 evaluation of mitigation measures.
• Resolution of service requests:
  Fulfil software/hardware/network service requests within agreed timeline, 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 tickets). 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 action to reduce repeat incidents by identifying patterns of issues noted.

Desktop Support.

Experience:

3–5 Years.

The expected compensation for this role ranges from $45,000 to $121,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro’s standard benefits, including a full range of medical and dental options, disability insurance, paid time off (inclusive of sick leave), and other paid and unpaid leave options.

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.

Wipro is an Equal Opportunity Employer and is committed to creating an accessible, supportive, and inclusive workplace with reasonable accommodation provided to all applicants with disabilities.