Frontline Service Desk Analyst I — IT Support

Wipro; Región Centro; Presencial; MXN 180.000 - 300.000; 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, troubleshooting end user issues in line with Wipro Service Desk objectives.

You will handle calls, portal, emails and chats; log tickets, follow SOPs, and ensure SLA/TAT targets while maintaining accurate records and MIS.

Join a team focused on customer service and process improvement, contributing to a modern digital transformation journey at Wipro.

Formación

• Mandatory skills: TIS Service Desk

Responsabilidades

• Be responsible for primary user support and customer service.
• Respond to queries from calls, portal, emails, chats from the client.
• Log and track service desk tickets using defined tracking software.
• Ensure SLA/TAT adherence per Statement of Work (SoW).
• Maintain MIS and resolution logs for all queries.
• Follow up and update customer status and information.
• Escalate or pass feedback to appropriate internal teams.
• Identify and suggest process improvements.

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, troubleshooting end user issues in line with Wipro Service Desk objectives.

You will handle calls, portal, emails and chats; log tickets, follow SOPs, and ensure SLA/TAT targets while maintaining accurate records and MIS.

Join a team focused on customer service and process improvement, contributing to a modern digital transformation journey at Wipro.