Help Desk Support

Job Description

Job Title: Help Desk Support

City: Philadelphia

State/Province: Pennsylvania

Posting Start Date: 4/17/26

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 Description

Role Purpose

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.

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1. Customer requirements gathering and engagement

Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
Understand and communicate the financial and operational impact of any changes
Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
Empower the customers through demonstration and presentation of the proposed solution/ prototype
Maintain relationships with customers to optimize business integration and lead generation
Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

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2. Engage with delivery team to ensure right solution is proposed to the customer

a. Periodic cadence with delivery team to:

Provide them with customer feedback/ inputs on the proposed solution
Review the test cases to check 100% coverage of customer requirements
Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
Deploy and facilitate new change requests to cater to customer needs and requirements
Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
Conduct Integration Testing and User Acceptance demoÃ¢ÂÂs testing to validate implemented solutions and ensure 100% success rate
Use data modelling practices to analyze the findings and design, develop improvements and changes
Ensure 100% utilization by studying systems capabilities and understanding business specifications
Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

b. Support Project Manager/ Delivery Team in delivering the solution to the customer

Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
Ensure Customer Satisfaction through quality deliverable on time

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3. Build domain expertise and contribute to knowledge repository

Engage and interact with other BAÃ¢ÂÂs to share expertise and increase domain knowledge across the vertical
Write whitepapers/ research papers, point of views and share with the consulting community at large
Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight

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Deliver

No.

Performance Parameter

Measure

Customer Engagement and Delivery Management

PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated.

Knowledge Management

No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter

Mandatory Skills: Business Analysis .

The expected compensation for this role ranges from $25,000 to $50,000 .

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.

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