SERVICE DESK ANALYST L2

Wipro; Región Centro; Presencial; MXN 279.000 - 390.600; Jornada completa

Descripción de la vacante

A leading digital transformation partner is seeking a Service Desk Agent in Mexico, Jalisco, Región Centro. The role involves being the first point of contact for B2B users, troubleshooting issues, and ensuring adherence to service standards. Candidates should have 1-3 years of experience in a support role, excellent communication, and customer service skills. This position offers an opportunity to grow within a forward-thinking company committed to digital transformation.

Formación

• 1-3 years of experience in a relevant support role.

Responsabilidades

• Be the first point of contact for B2B users troubleshooting issues.
• Respond to queries from calls, portal, emails, and chats.
• Maintain service desk ticket logs and quality standards.

Descripción del empleo

The purpose of this role is to be 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

Role: The purpose of this role is to be 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 escape 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. 1. Service Desk Delivery

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

No. 2. Personal

Attendance; Documentation etc.

Qualifications

Experience: 1-3 Years.

About Wipro

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.