Service Desk Analyst II - Client IT Support

Wipro Technologies; Región Centro; Presencial; MXN 156.000 - 234.000; Jornada completa

Descripción de la vacante

Wipro Limited is seeking a Service Desk Analyst to be the first point of contact for B2B users, resolving end-user issues in line with Service Desk objectives. You will respond to queries via calls, portal, emails, and chats, document tickets, and ensure adherence to TAT/SLA with proper escalation when required.

This role emphasizes strong customer service, logging and tracking of issues, and contributing to process improvements, with opportunities to learn client applications and internal

Formación

• 1–3 years of experience in service desk or first-line support.
• Familiar with basic IT equipment and software.
• Strong customer service mindset and communication skills.

Responsabilidades

• Provide first-point-of-contact support for B2B users calling Wipro Service Desk.
• Respond to queries via calls, portal, emails, and chats; learn client-specific apps and processes.
• Log all service desk tickets accurately using the tracking software; follow SOPs.
• Maintain scorecards per SoW with respect to TAT, SLA, and hits; escalate when needed.
• Record events and resolutions; keep customers updated and pass feedback to internal teams.
• Identify process improvements and contribute to knowledge base and procedures.

Conocimientos

Service Desk

Customer support

Ticketing system

Herramientas

Ticketing software

Descripción del empleo

Wipro Limited is seeking a Service Desk Analyst to be the first point of contact for B2B users, resolving end-user issues in line with Service Desk objectives. You will respond to queries via calls, portal, emails, and chats, document tickets, and ensure adherence to TAT/SLA with proper escalation when required.

This role emphasizes strong customer service, logging and tracking of issues, and contributing to process improvements, with opportunities to learn client applications and internal