SERVICE DESK ANALYST L1

Wipro Technologies; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, troubleshooting end-user issues in line with Service Desk objectives. You will respond to queries from calls, portals, emails, and chats, learn client applications, and log tickets using standard tracking software.

The role emphasizes delivering service desk support with adherence to TAT and SLA, maintaining the scorecard, and escalating unresolved items per policy.

Formación

• Be the first point of contact for B2B users and troubleshoot end-user issues.
• Respond to queries via calls, portals, emails, and chats from clients.
• Log service desk tickets accurately using defined tracking software.
• Maintain service levels (TAT, SLA) and escalate as required.

Responsabilidades

• Provide primary user support and customer service.
• Familiarize with each client and their applications/processes.
• Learn fundamental operations of commonly used software/hardware.
• Follow standard service desk procedures and log tickets.
• Record events and resolutions in logs, update statuses, and pass feedback to teams.

Conocimientos

Customer service

Communication skills

Problem solving

Service desk knowledge

Descripción del empleo

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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 WiproâÃÂÃÂs Service Desk objectives

Do

1. Be responsible for primary user support and customer service

a. Respond to queries from all calls, portal, emails, chats from the client

b. Become familiar with each client and their respective applications/ processes

c. Learn fundamental operations of commonly-used software, hardware and other equipment

d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

f. Manage all queries or elevate if not resolve as per the defined helpdesk policies and framework

2. Regular MIS & resolution log management on queries raised

a. Record events and problems and their resolution in logs

b. Follow-up and update customer status and information

c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

d. Identify and suggest improvements on processes, procedures etc

Deliver

No PerformanceParameter Measure 1 Service Desk Delivery

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

2 Personal

• 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.