Service Desk - Agen

Req Id: 83790

City: Paris

State/Province: Paris

Posting Start Date: 7/18/25

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:

The role

To provide our customers with quality service, focusing on consistent and efficient support through: Communication, Continuous improvement of processes and tools & Customer engagement

This is a Full Onsite position in Paris subburb.

What you will do

The Service desk will support the below mentioned activities:

Applications supported L1 or in catch and dispatch,

On boarding / Off boarding of user from customer systems,

MS exchange / 0365 L1 issues,

EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,

Identifying and categorising P1/P2 tickets

Participating in application on boarding process,

User access management activities on applications in scope can be performed by L1 support:

• • • Provide support using following contact mediums - Phone, Email.
    • Chat and Self-Service go live post approval from customer.
    • Enable telephony system for users to be able to call Service Desk.
    • Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.
    • Service Request management
    • Provide first call resolution on resolvable cases.
    • Customer satisfaction management.
    • Identify top call category to propose actions such as training, improvement or automation.
    • Manage SLA& KPI.
    • The technical environment is ServiceNow- ITSM and LogMeIn support tool (Remote desktop management tool ...).
    • Standard operating procedure documentation and maintenance (with respect to service management team recommendations).

• Bachelor's degree from Computer Science, Information Systems, or related field, required.
• Minimum 3 years of IT industry experience with a concentration on IT service desk management including incident and requests
• French speaking AND English speaking are BOTH MANDATORY
• Strong verbal and written communication skills
• Full Onsite role