Service Desk Analyst - L2

Wipro • Minneapolis, NC

209d • $33,000 - $76,000

About The Position

This is a Tech Support Specialist role at Wipro Limited, focused on providing helpdesk support. The position is based in San Antonio, TX, and requires the candidate to assist the client helpdesk team in addressing employee-reported technical issues. The work hours are from 6 AM to 10 PM, Monday to Friday, and 8 AM to 6 PM on Saturdays and holidays. The candidate will be responsible for accepting inbound calls, identifying, documenting, and troubleshooting technical issues, utilizing and contributing to the internal knowledge base, and effectively communicating the transfer of reported issues to internal and external teams. Additionally, the role includes on-call support on a rotation basis for 2 to 3 weeks per year during specified hours.

Requirements

• 1+ years of PC support experience.
• 6+ months of call center support experience.
• 1+ years of experience supporting PC operating systems including Windows 7 and Windows 10.
• 1+ years of experience supporting mobile devices such as Android or Apple Tablets/Phones.
• 6+ months of experience with MS Office applications (Word, Excel, PowerPoint, Outlook, etc.).

Nice To Haves

• Experience with AI Service desk.

Responsibilities

• Assist the client helpdesk team to support employee's reported technical issues.
• Accept inbound calls and identify, document, and troubleshoot technical issues.
• Utilize and contribute to the internal knowledge base.
• Effectively communicate the transfer of reported issues to internal and external teams.
• Provide on-call support on a rotation basis.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services