Job Description
Job Title:  Service Desk Analyst
City:  Guadalajara
State/Province:  Jalisco
Posting Start Date:  2/5/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

JR SERVICE DESK

service Desk / IT Helpdesk Analyst (On-site – Guadalajara, Camino al ITESO) | 24/7 Rotating Shifts | English Required

Are you looking to start or grow your career in IT Support? Join our Service Desk team and gain hands-on experience troubleshooting real issues, supporting end users, 

Location & Schedule

  • On-site role – Guadalajara (Camino al ITESO)
  • Availability for 24/7 rotating shifts (schedule may rotate based on business need
  • SKILLS 
    troubleshooting it issues experience or knowledge 
     
     Experience:
     
    6 MONTH TO 1 YEAR Customer Service skills, helpdesk skills, Troubleshooting, TECHNICAL SKILLS

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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 escalate 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.

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Deliver:

No.

Performance Parameter

Measure
1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation 

Customer Experience
2.

Personal

Attendance

Documentation etc. 

 

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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.
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