Service Desk Analyst - Trilingual

Wipro Technologies; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology services company seeks a Trilingual Service Desk Analyst in Guadalajara. The role involves providing customer support, troubleshooting technical issues, and maintaining service desk operations. Ideal candidates will have strong technical skills and a commitment to excellent customer service.

Formación

• 1 year minimum in technical support.
• Experience with troubleshooting VPN connectivity.

Responsabilidades

• Provide primary user support and customer service.
• Log all service desk tickets accurately.

Conocimientos

Technical Support

Troubleshooting

Customer Service

Descripción del empleo

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Title: Service Desk Analyst - Trilingual

Requisition ID: 63260

Country/Region: MX

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.

Trilingual service desk

trilingual Service Desk

English proficiency mandatory *

portuguese proficiency mandatory

Availability 24/7

Experience:

• 1 year minimum on technical support, Troubleshooting skills
• Hands-on experience on fixes for desktops and laptops that include software installations and upgrades.
• Troubleshooting skills for VPN connectivity, dial-out, wireless routers
• Previous experience to a position of relations with customers
• Technicians who are self-motivated enough to provide consistent customer support with minimal supervision

Location ONSITE 27/7 GUADALAJARA

General role

Maintaining, analyzing, troubleshooting, Hardware and software, cosumer service

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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 escalate 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.

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Deliver:

No.

Performance Parameter

Measure

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

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Mandatory Skills: TIS Service Desk.Experience: 1-3 Years.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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us [e-mail] . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group [e-mail] .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.