Service Desk Analyst - L2

Job Description

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 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 ͏ 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; ͏ ͏ ͏ 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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.