Bilingual Service Desk Engineer

Wipro; Región Centro; Presencial; MXN 134.000 - 223.000; Jornada completa

Descripción de la vacante

Wipro in Mexico is seeking a Service Desk Analyst to be the first point of contact for B2B users calling the Wipro Service Desk to troubleshoot end user issues in line with the company’s Service Desk objectives. You will handle calls, emails, and chats, log tickets, and provide timely updates while maintaining key performance indicators such as accuracy, SLA adherence, and customer satisfaction.

This role offers learning opportunities across software and hardware support and a chance to

Formación

• Mandatory skills: TIS Service Desk
• Experience: 1-3 years

Responsabilidades

• Be responsible for primary user support and customer service
• Respond to queries from calls, portal, emails, chats from the client
• Become familiar with each client and their respective applications/processes
• Follow standard service desk operating procedures by logging all tickets
• Maintain scorecard as per SoW with respect to TAT, SLA & hits
• Manage all queries or escalate if not resolved per policies

Conocimientos

TIS Service Desk

Descripción del empleo

Role

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives

Job Description

Job Description

Role

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives

Do

• Be responsible for primary user support and customer service
• Respond to queries from all calls, portal, emails, chats from the client
• Become familiar with each client and their respective applications/ processes
• Learn fundamental operations of commonly-used software, hardware and other equipment
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• Manage all queries or escape if not resolve as per the defined helpdesk policies and framework

• Regular MIS & resolution log management on queries raised
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identify and suggest improvements on processes, procedures etc.

Deliver

No.

Performance Parameter

Measure

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Personal

Attendance

Documentation etc.

Mandatory Skills: TIS Service Desk

Experience: 1-3 Years

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.