Administrator – L2

Job title:

Administrator – L2

Company

Wipro

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job DescriptionRole PurposeTo provide excellent customer service and high quality resolution to all customers as part of a 2nd Line Support team for all incidents and service requests in line with Service Centre objectives.͏

• Provide first class, multi site support for all end user incidents and service requests relating to the business and IT environment, maintaining high levels of ownership throughout the incident lifecycle.
• Undertake prioritization, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.
• Maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT personnel or 3rd Parties and to enable effective triaging or request fulfilment
• Responsible for supporting investigation and diagnosis of assigned problems for workarounds and/or root causes. Proposes solutions to problems and implements solutions if Change Management is not required
• Own customer service on a call by call basis, taking end to end responsibility for all service requests
• Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.
• Understand and proactively operate the escalations procedures
• Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
• Ensure compliance with quality management, risk management, security policies and procedures.
• Monitor the status and progress of incidents and service requests
• Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
• Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with PITSC and Wipro values.
• Provide guidance, support and mentorship to 1st Line Analysts
• Work under general supervision, reporting to supervisor when issues arise or

when work is completed. * Consistently work competently to deliver high quality outputs within set timelines. Have own work reviewed against frequent milestones

• Identify problems early and use own discretion and initiative to resolve problems, having obtained direction
• Understand and appropriately use Wipro methods, tools and applications. Service Centre 2nd Line Onsite Analyst
• Build and maintain good working relationships with all 3rd Line teams and build deeper understanding and relationship with allocated key area – EUC, Networks, Security, Retail, eCom or Supply Chain working closely to identify problems, shift left opportunities and process improvements.

͏͏͏Mandatory Skills: Desktop Support .Experience: 1-3 Years .Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA – as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.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. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Expected salary

Location

London

Job date

Sun, 18 May 2025 06:37:23 GMT

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