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Desktop Services Analyst

2 months ago

Plano, United States Wipro Full time

About Wipro:

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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.


A PROUD HISTORY OF OVER 75 YEARS

FY22 REVENUE 10.4 BN USD

WE’RE PRESENT IN 66 COUNTRIES

OVER 1,400 ACTIVE GLOBAL CLIENTS



Title :Desktop Services (RDS)Analyst / Level 1.5

Location : Plano TX ( 100% onsite Role )



  • Minimum 5 years working for a voice Support for a customer.
  • To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team



Role purpose:

  • The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
  • He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents


  • To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Logging / verifying customer details
  • Identifying the issue and categorizing / prioritize the incident
  • Creating a ticket in CRM tool
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)
  • Ticket reassignment to PRG's if ticket unresolved by L1.5 (where ever applicable)
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)
  • Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN,
  • Chrome / Safari, IE, Firefox, Lotus Notes etc as per scope document and SOW
  • Handling Emails & Service Requests using Remote tools
  • Handling Technical issues of L1 and issues where L1 scope doesn’t include a resolution or out of scope issues of L1
  • Discuss technical and process updates with teams, contribute in technical and process updates/training


Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.