SERVICE DESK ANALYST L2
City: San Antonio
State/Province: Texas
Posting Start Date: 2/5/26
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 Description:
Job Summary - The Service Desk Analyst 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.
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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 Skills & Qualifications:
- Experience in IT support or helpdesk roles.
- Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
- Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
- Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal abilities.
- Ability to work in a fast-paced environment and manage multiple tasks.
Desired Attributes:
- Customer-focused mindset with patience and empathy.
- Willingness to learn and grow into advanced IT support roles.
- Team player with adaptability to changing priorities.
- Attention to detail and commitment to quality service delivery.
Mandatory Skills: TIS Service Desk .
Experience: 1-3 Years .
The expected compensation for this role ranges from $37,500 to $83,600 .
Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.
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.
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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion