SERVICE DESK ANALYST L1

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

Role Purpose

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 Purpose

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 escrow 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

1Service Desk Delivery

• Adherence to TAT, SLA as per SoW
• Minimal Escalation
• Customer Experience

2Personal

• Attendance
• Documentation etc

Mandatory Skills: TIS Service Desk

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.