**Service Desk Analyst**:
Willing to work in 24x7 shifts
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in ITSM tool
Referring KB for workaround / resolution and attempting resolution
Ticket re-assignment to L2 if ticket unresolved by L1 (wherever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1 (wherever applicable)
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation




Mandatory Skills: TIS Service Desk.
Experience: 1-3 Years.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

📌 Service Desk Analyst (Guadalajara)
🏢 Wipro
📍 Guadalajara