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Title :Remote Desktop Services (RDS)Analyst / Level 1.5
Location : Plano, TX

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
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

Expected salary for this role ranges from [$40000/year] to [$45000/year]. 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."

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.

Expected annual pay for this role ranges from $33,000 to $76,000 . 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.

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 helpdesk.recruitment@wipro.com. 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 ombuds.person@wipro.com.

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.