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Wipro

Service Desk Analyst

•Guadalajara, Mexico

ONSITE POSITION IN GUADALAJARA - MEXICO

 We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market. And we are looking for great talent to join us on our tech journey!!!!



Role Purpose

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.


    • Behavioral Competencies
      • Effective Communication
      • Detail Oriented
      • Change Agility
      • Client centricity
      • Execution Excellence
      • Passion for Results

    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.

    Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

    Agente de soporte
    Mantenimiento, análisis, resolución de problemas de Hardware y software. brindar atención al cliente
    TIS Service Desk

    Client-provided location(s): Guadalajara, Jalisco, Mexico
    Job ID: Wipro-3068277
    Employment Type: Full Time

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