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

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This position is for a Level 1 Bilingual TECH Help Desk Analyst, here are the details:

- Provide remote support in Portuguese and English to users of a global company with operations in over 120 countries.
- Work collaboratively with 3 other hubs located in India and Manila.
- Respond to incidents through different channels such as portal, emails, chats and phone calls.
- Learn fundamental operations of commonly used software, hardware and other equipment.
- Follow standard service desk operating procedures using the Service-Now tool.
- Ensure compliance with established SLAs and OLAs.
- Manage all incidents or escalations according to defined helpdesk policies and structure.
- Clearly and accurately record events, problems and resolutions.
- Monitor and update the status of incidents and update the customer.
- Report any feedback, suggestions, escalations from customers to the appropriate internal team.
-Identify and suggest improvements in processes, procedures, etc.
-Send feedback.

Qualifications

-Training or studying in IT areas;
-Intermediate or higher English;
-Experience in IT (Microsoft products, networks, etc.) is desirable;
-Willingness to help, customer-oriented;
-Active listener and able to express ideas clearly;
-Responsible for driving results;
-Ease of learning;
-Analytical ability;
-Availability to work on weekends and holidays;

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