SkillsIT Service Desk experience 1-3 yrsSOP based SAP L1 functional supportExperience working with ServiceNow to log, track, close ticketsExperience in resolving IT issues via phone/email/chatExcellent telephone etiquettes and customer serviceExcellent troubleshooting skillsUnderstanding of infrastructure management processes and ITIL frameworkGood communication (written & oral), presentation skills, quick learner, self‐initiated, team player, open to work in shiftsFlexible to work in a 24 x 7 EnvironmentExcellent time management skills and ability to work under pressureContinuous commitment to professional developmentLanguagePortuguese and EnglishResponsibilitiesProvide 1st line technical support, answering support queries via phone, email, chat and webMaintain a high degree of customer service for all support queries and adhere to all service management principlesTake ownership of user problems and be proactive when dealing with user issuesLog and verify customer detailsIdentify the issue and categorize/prioritize the incidentCreate a ticket in CRM tool like ServiceNowRefer to knowledge base for workaround/resolution and attempt resolutionHave strong interpersonal skillsWork effectively in a dispersed team and individuallyReassign ticket to L2/L1.5 if unresolved by L1 (wherever applicable)Reassign ticket to other resolver groups if unresolved by L1 (wherever applicable)Route/chase tickets with other resolver groupsRecord trend of calls and identify outages proactivelyPerform callbacks for customers not reachable or on requestIdentify trend of calls/tickets and highlight to L1.5/Team Lead for outage confirmationCreate child tickets and tag them with problem ticketCallback the user and confirm resolution (wherever applicable)Handle issues using remote toolsRecommend updates to the KB databaseExperience1-3 YearsAbout UsReinvent your world.
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📌 Service Desk Analyst - Portuguese (Jalisco)
🏢 Wipro
📍 Jalisco