SERVICE DESK ANALYST - Portuguese

Wipro; Región Centro; On-site; MXN 167,400 - 279,000; Full time

Job summary

A modern digital transformation partner is seeking an IT Service Desk professional in Jalisco, Mexico. This role involves providing first-line technical support while maintaining high customer service standards. Candidates should have 1-3 years of experience, strong troubleshooting skills, and be comfortable working in a 24/7 environment. Proficiency in both Portuguese and English is required. This is an opportunity to work with cutting-edge services in a flexible and empowering environment.

Qualifications

• 1-3 years of IT Service Desk experience is required.
• Ability to work in a 24 x 7 environment.

Responsibilities

• Provide 1st line technical support across various channels.
• Maintain high customer service standards for support queries.
• Take ownership and be proactive in resolving user issues.
• Log and categorize incidents in the CRM tool.
• Refer to a knowledge base for resolutions.

Skills

IT Service Desk experience

SOP based SAP L1 functional support

ServiceNow experience

Excellent telephone etiquette

Customer service skills

Troubleshooting skills

Understanding of ITIL framework

Good communication skills

Time management skills

Tools

ServiceNow

Job description

Skills

• IT Service Desk experience 1-3 yrs
• SOP based SAP L1 functional support
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Understanding of infrastructure management processes and ITIL framework
• Good communication (written & oral), presentation skills, quick learner, self‑initiated, team player, open to work in shifts
• Flexible to work in a 24 x 7 Environment
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development

Language

Portuguese and English

Responsibilities

• Provide 1st line technical support, answering support queries via phone, email, chat and web
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be proactive when dealing with user issues
• Log and verify customer details
• Identify the issue and categorize/prioritize the incident
• Create a ticket in CRM tool like ServiceNow
• Refer to knowledge base for workaround/resolution and attempt resolution
• Have strong interpersonal skills
• Work effectively in a dispersed team and individually
• Reassign ticket to L2/L1.5 if unresolved by L1 (wherever applicable)
• Reassign ticket to other resolver groups if unresolved by L1 (wherever applicable)
• Route/chase tickets with other resolver groups
• Record trend of calls and identify outages proactively
• Perform callbacks for customers not reachable or on request
• Identify trend of calls/tickets and highlight to L1.5/Team Lead for outage confirmation
• Create child tickets and tag them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Handle issues using remote tools
• Recommend updates to the KB database

Experience

1-3 Years

About Us

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.