Tier 1 Service Desk Analyst – First-Contact IT Support

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 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.