Job Description:

-
- Job Title: SERVICE DESK ANALYST - Portuguese
- City: Guadalajara
- State/Province: Jalisco
- Posting Start Date: 2/20/26
- Job Description:
SD Portuguese role:
- Skills:
- IT Service Desk experience 1-3 yrs
- SOP based SAP L1 functional support
- Experience working with ServiceNow to log, track, close tickets
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Adaptable to work in a 24 x 7 Environment
- Excellent time management skills and ability to work under pressure
- Continuous commitment to professional development

Language
- Portuguese and English

Accountability
- 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 CRM tool like ServiceNow
- Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
- Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
- Routing / Chasing of tickets with other Resolver groups
- 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 L1.5 / Team Lead as applicable for outage confirmation
- Creating child tickets and tagging them with problem ticket
- Callback the user and c

📌 Service Desk Analyst (Guadalajara)
🏢 Wipro
📍 Guadalajara