Job Description

Role:

The 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 objectives

Service Desk

English proficiency mandatory *

Availability 24/7

Experience:

1 year minimum on technical support, Troubleshooting skills
Hands-on experience on fixes for desktops and laptops that include software installations and upgrades.
Troubleshooting skills 
Previous experience to a position of relations with customers
Technicians who are self-motivated enough to provide consistent customer support with minimal supervision.
 on site guadalajara

Education Minimum High School Diploma

General role

Maintaining, analyzing, troubleshooting, Hardware and software, cosumer service

Wipro offers: Benefits above law, full payroll, constant training, and growth opportunity.

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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:

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