Service Desk Analyst L2
Job Location:
San Antonio, TX - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
TheService Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests troubleshooting basic IT issues escalating complex problems and ensuring smooth day-to-day IT operations. The administrator provides timely support to maintain productivity across the organization.
Key Responsibilities :
Serve as the initial contact for IT-related queries via phone email or ticketing system.
Log categorize and prioritize incidents and service requests in the ITSM tool.
Provide first-level troubleshooting for hardware software network and application issues.
Reset passwords manage user accounts and assist with access permissions.
Guide users through step-by-step solutions for common technical problems.
Escalate unresolved issues to L2/L3 support teams with detailed documentation.
Monitor and follow up on open tickets to ensure timely resolution.
Maintain knowledge base articles and update documentation for recurring issues.
Ensure compliance with IT policies security standards and service-level agreements (SLAs).
Deliver excellent customer service and maintain professional communication with end-users.
Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
