Desktop Administrator L2

Wipro•Plano, TX

About The Position

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging its holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping its customers, colleagues, and communities thrive in an ever-changing world. This role requires experience in End User Desktop Services with a high level of troubleshooting and remediation. The Desktop Administrator L2 will work with resources out of their group, providing coordination and multi-tasking is required. The position involves constantly monitoring individual queues to resolve routine and non-routine desktop issues and requests, escalating issues as appropriate, and acting as a technical escalation for the end user. Maintaining a high level of customer satisfaction and complying with desktop group practices and procedures are essential. The role also includes updating remedy and other data repositories (e.g., knowledge base) as appropriate in a timely manner, identifying technical and process issues and recommending improvements, and achieving target ticket volumes and ticket resolution levels. The Desktop Administrator L2 is responsible for compliance with applicable corporate policies and procedures and maintaining productive relationships with peers and management in IT and the clients whose issues are being worked on. The role requires following the established processes and practices for the group.

Requirements

Experience in End User Desktop Services
High level of trouble shooting and remediation
Multi-tasking required
Have strong internetworking and troubleshooting skills
Have A+ certification & at least one certification from either Cisco or Microsoft
May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
Must be a self-starter and can manage multiple tasks
Exceptional customer service skills
Good communication skills
Ability to work independently or as part of a team
Self-starter, needs to be able to work on his/her own
Proficient in Windows 11/10 and 7 and Office Suite/O365
Desktop Support
1-3 Years of experience

Responsibilities

Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests
Escalate issues as appropriate and act as a technical escalation for the end user
Maintain a high level of customer satisfaction
Comply with the desktop group practices and procedures
Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner
Identify technical and process issues and recommend improvements
Achieve target ticket volumes and ticket resolution levels
Responsible for compliance with applicable corporate policies and procedures
Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
Follows the processes, practices established for the group
Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
Handle software installation/support/upgrades
Provide 1st/2nd level Help Desk support
Perform basic LAN and internetworking related activities