Wipro Limited

• IT Support Specialist

About Wipro Limited

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 client end-users
• Solution service requests while maintaining quality parameters
• Act as custodian of client network, server, system, storage, platform, and infrastructure to track proper functioning and upkeep
• Monitor ticket volume and ensure appropriate resolution within defined timeframes
• Perform root cause analysis and create action plans for problem resolution
• Provide acceptance and immediate resolution for high-priority tickets and services
• Install and configure software and hardware based on service requests
• Maintain 100% adherence to timeliness based on issue priority to manage expectations and prevent escalations
• Provide application and user access per client requirements
• Track tickets from acceptance through resolution within defined timeframes
• Maintain timely backups of critical data, logs, and management resources
• Coordinate with on-site teams for complex problem resolution
• Review chatbot logs and ensure all service requests are resolved promptly

Performance Metrics

• 100% adherence to SLA and timelines
• Zero customer escalations
• Client appreciation feedback

Required Skills

Desktop Support