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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
6 months to 1 year of experience in it support, servicenow, remote it support, troubleshooting
english fluent
location: onsite guadalajara
responsibilities
1. Be responsible for primary user support and customer service
* respond to queries from calls, portal, emails, chats from clients
* become familiar with each client and their respective applications/processes
* learn fundamental operations of commonly-used software, hardware, and equipment
* follow standard service desk operating procedures by accurately logging all tickets using tracking software
* maintain scorecard as per sow regarding tat, sla & hits
* manage queries or escalate as per helpdesk policies
2. Regular mis & resolution log management
* record events and resolutions in logs
* follow-up and update customer status
* pass on feedback, suggestions, escalations to internal teams
* identify and suggest process improvements
deliverables
* adherence to tat, sla, minimal escalation, customer experience
* attendance, documentation, and other personal metrics
mandatory skills
tis service desk.
we are building a modern wipro, an end-to-end digital transformation partner. We seek individuals inspired by reinvention, eager to evolve with our industry. Join us to realize your ambitions. Applications from people with disabilities are explicitly welcome.
if you encounter suspicious emails or job offers claiming to be from wipro, please email us at helpdesk.recruitment@wipro.com. Do not send resumes to this email as it is not monitored for applications.
for concerns about unethical hiring practices, contact our ombuds group at ombuds.person@wipro.com.
we are an equal opportunity employer, considering all qualified applicants regardless of race, color, caste, creed, religion, gender, marital status, age, ethnicity, national origin, gender identity, sexual orientation, political orientation, disability, veteran status, or other protected characteristics.
wipro is committed to accessibility and inclusivity. Reasonable accommodations will be provided throughout recruitment for applicants with disabilities, communicated in advance where possible.
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