Bilingual Service Desk Engineer: First-Line IT Support

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

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