Service Desk Analyst L2(Contract)

Wipro • Plano, TX

8d

About The Position

We are seeking a skilled and customer-focused Service Desk Analyst to provide Level 1/Level 2 technical support to end users. The ideal candidate will have strong troubleshooting skills, excellent communication, and hands-on experience supporting Windows environments, desktops, laptops, applications, and enterprise IT systems. The Service Desk Analyst will be responsible for resolving technical issues, managing service requests, documenting incidents, and ensuring timely resolution while maintaining a high level of customer satisfaction.

Requirements

• TIS Service Desk
• 1-3 Years Experience

Responsibilities

• Provide Level 1/Level 2 technical support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot issues related to Windows 10/11, laptops, desktops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Install, configure, and troubleshoot desktop applications and system software.
• Support Active Directory tasks including password resets, account unlocks, and basic user administration.
• Troubleshoot Microsoft Office 365 / Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Create, update, prioritize, and close incidents and service requests in an ITSM/ticketing system.
• Follow established SLA, escalation, and incident management procedures.
• Escalate complex technical issues to appropriate Level 2/Level 3 teams.
• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and connectivity issues.
• Assist with user onboarding/offboarding, system access, software installations, and equipment provisioning.
• Maintain accurate documentation of troubleshooting steps and resolutions in the knowledge base.
• Monitor open tickets and proactively follow up with users to ensure timely resolution.
• Support remote users using remote desktop/support tools.
• Follow IT security, compliance, and organizational policies.
• Provide excellent customer service and maintain professional communication with end users.

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: Mid Level
• Education Level: No Education Listed