Wipro Limited

• Technical Support Role

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.

Role Purpose

Resolve, maintain, and manage client software, hardware, and network infrastructure based on service requests from end-users while adhering to defined SLAs and ensuring client satisfaction.

Key Responsibilities

• Ensure timely response to all tickets raised by end-users
• Solution service requests while maintaining quality parameters
• Act as custodian of client network, server, system, storage, platform, and infrastructure
• Monitor ticket volumes across all channels (phone, email, chat, IMS) and resolve within defined timeframes
• Perform root cause analysis and create action plans for ticket resolution
• Prioritize and provide immediate resolution for high-priority tickets
• Install and configure software and hardware per service requests
• Maintain 100% adherence to SLA timelines to manage client expectations and prevent escalations
• Provide application and user access based on client requirements
• Track all tickets from acceptance through resolution
• Maintain timely backups of critical data and logs
• Coordinate with on-site teams for complex problem resolution
• Review chatbot logs to ensure all service requests are resolved promptly

Performance Metrics

• 100% SLA/timeline adherence
• Zero customer escalations
• Client appreciation feedback

Required Skills

• Desktop Support

About Working at Wipro

Join a business powered by purpose where we empower you to design your own reinvention. We are building a modern Wipro and need people inspired by reinvention—of yourself, your career, and your skills. As the world around us changes, so do we.