Role PurposeThe purpose of this role is to 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 objectivesJob DescriptionJob DescriptionRole PurposeThe purpose of this role is to 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 objectivesDoBe responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each client and their respective applications/ processesLearn fundamental operations of commonly-used software, hardware and other equipmentFollow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwareEnsure that the scorecard is maintained as per SoW with respect to TAT,



SLA & hitsManage all queries or escrow if not resolve as per the defined helpdesk policies and frameworkRegular MIS & resolution log management on queries raisedRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback, suggestions, escalations by customers to the appropriate internal teamIdentify and suggest improvements on processes, procedures etcDeliverNo Performance Parameter Measure1Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience2PersonalAttendanceDocumentation etcMandatory Skills: TIS Service DeskReinvent 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 (Jalisco)
🏢 Wipro
📍 Jalisco