Administrator, HelpDesk​/Support, IT​/Tech

Job Title

Administrator

Wichita, Kansas

• Ensure timely response of all tickets raised by the client end user.
• Provide service request solutioning while maintaining quality parameters.
• Act as a custodian of the client’s network, server, system, storage, platform, infrastructure and other equipment, ensuring proper functioning and upkeep.
• Monitor the number of tickets raised via dial home, email, chat or IMS, and ensure right solutioning as per the defined resolution timeframe.
• Perform root‑cause analysis of tickets and create an action plan to resolve problems, ensuring client satisfaction.
• Accept and immediately resolve high‑priority tickets/services.
• Install and configure software/hardware requirements based on service requests.
• Maintain 100% adherence to timeliness as per the priority of each issue, managing client expectations and ensuring zero escalations.
• Provide application/user access as per client requirements and requests, ensuring timely solutioning.
• Track all tickets from acceptance to resolution stage as per the resolution time defined by the customer.
• Maintain timely backup of important data, logs, and management resources to ensure the solution meets acceptable quality and client satisfaction.
• Coordinate with on‑site team for complex problem resolution and ensure timely client servicing.
• Review logs collected by chat bots and ensure all service requests/issues are resolved in a timely manner.

Desktop Support

Expected range: $25,000 to $50,000.

Wipro’s standard benefits, including medical, dental, disability insurance, paid time off (inclusive of sick leave), and additional paid and unpaid leave options.

Wipro provides equal employment opportunities to all employees and applicants for employment 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.