Desktop Support
Wipro Technologies
- Boston, Massachusetts, United States
- Boston, Massachusetts, United States
About
Role Purpose The purpose of the role is to resolve, maintain, and manage client software, hardware, and network based on service requests raised from end-users as per defined SLA ensuring client satisfaction.
Responsibilities
Ensure timely response of all tickets raised by the client end-user.
Solution service requests while maintaining quality parameters.
Act as custodian of client network, server, system, storage, platform, infrastructure and other equipment to track proper functioning and upkeep.
Monitor number of tickets raised through various channels, ensuring right solution within defined resolution timeframe.
Perform root cause analysis of tickets and create action plans to resolve problems to ensure client satisfaction.
Provide acceptance and immediate resolution to high priority tickets/services.
Install and configure software/hardware based on service requests.
Adhere to timeliness as per priority of each issue, to manage client expectations and ensure zero escalations.
Provide application/user access as per client requirements and requests.
Track all tickets from acceptance to resolution stage as per defined resolution time.
Maintain timely backup of important data/logs and management resources to ensure solution quality and client satisfaction.
Coordinate with onsite team for complex problem resolution and ensure timely client servicing.
Review logs gathered by Chat BOTS and ensure all service requests/issues are resolved timely.
Performance Metrics
100% adherence to SLA/timelines.
Multiple cases of reduction in red time.
Zero customer escalation.
Client appreciation emails.
Essential Qualifications
Desktop Support experience: 3–5 years.
Compensation The expected compensation ranges from $45,000 to $121,000, varying by location, wage obligations, skills, and experience.
Benefits Eligible for standard benefits including full range of medical and dental options, disability insurance, paid time off (inclusive of sick leave), and other paid and unpaid leave options.
Equal Opportunity Employer Wipro provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
Additional Information Applicants may be required to undergo a post‑offer drug screening if applicable.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process.
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Languages
- English
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