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title: service desk analyst - l1
requisition id: 61069
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.
job description
role purpose
the purpose of this role is to be the first point of contact for b2b users who call wipro service desk to troubleshoot end-user issues in line with wipro’s service desk objectives.
responsibilities
1. Be responsible for primary user support and customer service
* respond to queries via calls, portal, emails, chats from clients
* familiarize with each client’s applications and processes
* learn fundamental operations of commonly-used software, hardware, and equipment
* follow standard service desk procedures by accurately logging all tickets using the tracking software
* maintain scorecards as per sow regarding tat, sla, and hits
* manage queries or escalate as per helpdesk policies
2. Regular mis & resolution log management
* record events, problems, and resolutions in logs
* follow-up and update customer status
* relay feedback, suggestions, and escalations to internal teams
* identify and suggest process improvements
deliverables and performance measures
* adherence to tat, sla, minimal escalation, customer experience
* attendance, documentation, and other personal metrics
mandatory skills
tis service desk. Reinvent your world with wipro, a partner in digital transformation. We seek individuals inspired by reinvention and evolution, aligning with our commitment to change and progress. Applications from persons with disabilities are explicitly welcome.
if you encounter suspicious emails, advertisements, or persons offering jobs at wipro, please email us at helpdesk.recruitment@wipro.com. Do not send resumes to this email.
for unethical or unfair hiring concerns, contact our ombuds group at ombuds.person@wipro.com.
we are an equal opportunity employer, considering all qualified applicants without discrimination based on race, gender, age, disability, or other protected characteristics. Wipro is committed to accessibility and inclusion, providing reasonable accommodations throughout the recruitment process.
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