Desktop Support - L3

Experience:
associate degree and/or 5-15 years of experience.
Strong background of proven success in IT field services required.
Previous management experience of 1st and 2nd level desktop / network support team preferred.
Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have.

• Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization

• Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document.
• Prepare and publish requirement register as per technology stack & asset landscape
• Build account/customer specific governance plan to track the operations
• Proactively Manage Risks by identification, Documentation & Notification proposed mitigation Manage Risks (People / Process / Technology Solution)
• Complete technical Screening (Internal & External) for BAU fitment
• Verify Access to Infra & Systems, Backup Coverage and Monitoring Coverage. Ensure all members of BAU team are having access as per RBAC on the in-scope devices.
• Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines
• Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off on the same
• Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors
• Complete ownership BAU Delivery governance to achieve SLA and timely ticket resolution and proper updates
• Hands-on involvement in BAU operation should there be a delay in BAU SME onboarding or until the completion of their onboarding

Certifications:
ITIL Foundations, Industry standard technical certifications, such as A+, and Project Management certification preferred.

Leadership:
Position requires strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians.

Ownership of customer satisfaction across numerous sites and levels of management also required. Previous leadership experience in an end user services environment is preferred with the ability to lead teams of contractors for network/server/storage infrastructure projects. Experience in this area is not required but a familiarity with it is preferred.

Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

Participating in an on-call shift is also part of the job. Some travel may be required to help other sites and attend calls at customer locations

“Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates 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.”

Mandatory Skills: Desktop Support .

Experience: 3-5 Years
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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.