The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Job Description

Role: The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

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 escape 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.

Deliver: No. 1. Service Desk Delivery

Adherence to TAT, SLA as per SoW; Minimal Escalation; Customer Experience.
No. 2. Personal
Attendance; Documentation etc.
Qualifications

Experience: 1-3 Years.

About Wipro
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.

#J-18808-Ljbffr

📌 Service desk analyst l2 (Guadalajara)
🏢 Wipro
📍 Guadalajara