Service Desk Analyst
hace 2 semanas
Guadalajara, Mexico
- 2929745
**_Role Purpose_**
- The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives_
**_
Do_**
**Be responsible for primary user support and customer service**
- Learn fundamental operations of commonly-used software, hardwareand other equipment_
- Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software_
- Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits_
- Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework_
**Regular MIS & resolution log management on queriesraised**
- 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 tothe appropriate internal team_
- Identify and suggest improvements on processes, procedures etc._
**_
Stakeholder Interaction_**
**_
Stakeholder Type_**
**_
Stakeholder Identification_**
**_
Purpose of Interaction_**
**_
Internal_**
- Team Lead - Service Desk_
- Regular reporting & updates_
- Core Service Delivery Team- For adherence to SD SoW_
**_
External_**
- Clients- Handle issues/ queries_
**_
- **
**_Display_**
- Lists the competencies required to perform this role effectively:_
- **_ Functional Competencies/ Skill_**
- _ Process Excellence - Ability to follow the Service Deskstandards and norms to produce consistent results, provide effectivecontrol and reduction of risk - _**_Competent to _**_Expert_**:
- _ Domain Knowledge - Knowledge of process/ domain managed
- _**_Competent to Expert_**
**_
Competency Levels_**
**_
Foundation_**
- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance._
**_
Competent_**
- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well._
**_
Expert_**
- Applies the competency in all situations and is serves as a guideto others as well._
**_
Master_**
- Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization._
- **_
Behavioral Competencies_**
- _ Effective Communication_
- _ Detail Oriented_
- _ Change Agility_
- _ Client centricity_
- _ Execution Excellence_
- _ Passion for Results_
**_
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._
TIS Service Desk
-
Service Desk Analyst
hace 1 semana
Guadalajara, México Reclutamiento Service Desk A tiempo completoIf you're looking for a stable and attractive income (to convey by phone), with a hybrid work modality, this job is for you! All you require is: - Basic technical computer skills. - Previous Customer Service Experience. - Fluent english (written and spoken) Trainning is paid in full from the day you sign the contract! Please add your Resume. All...
-
Service Desk Analyst
hace 5 días
Guadalajara, México Wipro Limited A tiempo completoOverview: **_ Role Purpose_** - The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives_ **_ Do_** - ** Be responsible for primary user support and customer service** - _ Learn fundamental operations of commonly-used...
-
Service Desk
hace 4 semanas
Guadalajara, México Intugo Call Center A tiempo completoThe Service Desk agent provides support services L1 and sometimes L2 and ensures high customer satisfaction. The Service Desk agent investigates the reason behind the issues, troubleshoots the technical problems, and resolves the relevant issues. Also, the Service Desk agent analyzes the problems and records the issues addressed and the relevant resolutions...
-
Service Desk Onsite
hace 4 semanas
Guadalajara, México Dresden Partners A tiempo completo**Descripción**: Dresden Partners experts in web technology, UX / UI, mobile and software development, with specialized near-shore staffing, tech international and local tech sourcing services. We are looking for talent for the position: Service Desk **Requirements**: - Provide hardware / software / network problem diagnosis / resolution via telephone for...
-
Coordinador de Service Desk
hace 4 semanas
Guadalajara, México icorp A tiempo completoPrincipales Actividades y **Responsabilidades**: Gestión de personal Presentación de resultados Coordinación de actividades del personal Entrevistas y contratación de personal Productividad de personal a su cargo Control de backlog ( Tickets) Presentación de resultados Actividades administrativas Experiência en: Manejo de personal ITIL Herramienta de...
-
Service Desk L1/ Onsite
hace 4 semanas
Guadalajara, México Dresden Partners A tiempo completo**Descripción**: Dresden Partners expertos en web technology, UX / UI, mobile and software development, con servicios near-shore staffing, tech international y local tech sourcing specialized. Estamos en búsqueda de talento para la posición: **Service Desk L1 Bilingüe - Guadalajara** 2 años de experiência experiência: - Proporcionar...
-
Help Desk Analyst
hace 1 mes
Guadalajara, Jal., México Fair Trade Outsourcing A tiempo completoSomos una compañía transnacional con operaciones en México, Ghana, Filipinas y Estados Unidos. Nuestras oficinas en México están ubicadas en Concentro, en Zapopan, Jalisco. IT SUPPORT | HELP DESK ANALYST BENEFICIOS Horario: lunes a viernes 8:00am - 5:00pm (1 hora de comida) Salario base $20,000 nominales al mes Fondo de ahorro Vales de despensa 2...
-
Ingeniero de Soporte I
hace 2 semanas
Guadalajara, México Driscoll's A tiempo completoAbout the Opportunity ABOUT THE OPPORTUNITY: Driscoll's End User Services plays a key role as an intermediary between our Driscoll's users and the technologies that drive the business. As Driscoll's continues its digital transformation, the Support Specialist will focus on providing technical assistance with hardware/software related incidents and...
-
Service Desk
hace 4 semanas
Guadalajara, México Wipro Limited A tiempo completoOverview: **Role Purpose** - The purpose of the role is to resolve, maintain and manageclient’s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA’s ensuring clientsatisfaction_ **Do** - ** Ensure timely response of all the tickets raised by theclient end user** - _ Service requests solutioning by...
-
Junior Service Desk Specialist
hace 2 semanas
Guadalajara, México EPAM Systems A tiempo completoDescriptionAre you a skilled Junior Service Desk Specialist with a passion for incident recording, application support, and request resolution?Do you thrive in dynamic, collaborative environments?If so, we have an exciting opportunity for you!We're currently seeking a Junior Service Desk Specialist to join our vibrant team.This role offers the chance to...
-
Junior Service Desk Specialist
hace 2 semanas
Guadalajara, Jalisco, México EPAM Systems A tiempo completoDescriptionAre you a skilled Junior Service Desk Specialist with a passion for incident recording, application support, and request resolution?Do you thrive in dynamic, collaborative environments?If so, we have an exciting opportunity for youWe're currently seeking a Junior Service Desk Specialist to join our vibrant team.This role offers the chance to...
-
Service Desk Part-time Associate
hace 4 semanas
Guadalajara, México NTT DATA A tiempo completoWe are currently seeking a Helpdesk Associate to join our team in Guadalajara, Jalisco, Mexico. NTT DATA, Inc. currently seeks a Help Desk Associate - Part Time - to join our team in Guadalajara. Location: Guadalajara, Jalisco. Mexico. **Requirements**: - Availability to work 45 hours per week - Interest in working on Afternoon/Night shifts - Advanced...
-
Help Desk Manager Bilingüe
hace 1 mes
Guadalajara, México Relay Human Cloud A tiempo completo**Relay Human Cloud is looking for you!** Relay Human Cloud, a global staffing organization based in Dallas, Texas, hires highly qualified **HELP DESK MANAGER** to support our third-party customers. We are looking for bright, energetic people to add to our team! **Job Overview** The Helpdesk Manager role will lead the team in completing and documenting...
-
Service Desk l
hace 2 días
Guadalajara, Jalisco, México Plexus Corp. A tiempo completoPurpose Statement: Provide level one support to help users identify and solve problems, deliver technical support to Plexus global user community to ensure seamless operation of applications, systems, networks. Collaborate with IT personnel, vendors, and business partners to resolve issues and contribute to technology projects supporting the Plexus...
-
Service Desk l
hace 2 días
Guadalajara, México Plexus A tiempo completoPurpose Statement: Provide level one support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to...
-
Service Desk Supervisor
hace 1 mes
Guadalajara, México Plexus A tiempo completoPurpose Statement: Provide level one support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to...
-
Service Desk l
hace 2 días
Guadalajara, México Plexus Corp. A tiempo completoPurpose Statement: Provide level one support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to...
-
Service Desk Agent I
hace 2 semanas
Guadalajara, México Plexus A tiempo completoKey Job Accountabilities: - Ensures user satisfaction by resolving moderate operational issues regarding areas of expertise or assignment, utilizing Plexus policies and/or procedures. - Escalate and route calls and tickets to second level support per defined processes. - Be the first point of contact in order to get the proper visibility for IT issues and...
-
Team Lead
hace 1 semana
Guadalajara, México Wipro Limited A tiempo completoOverview: **_ Role Purpose_** - The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk_ **_ Do_** - ** To support the service desk agents in prompt delivery &customer service** - _ Advise and collaborate with the agents on current issues andworks toward the resolution of...
-
IT Service Transition Specialist
hace 4 semanas
Guadalajara, México AstraZeneca A tiempo completoThe Service Transition Specialist will perform acceptance into services and transition activities to ensure that services are delivered in accordance with Service Level Agreements and business requirements and ensuring ultimately the delivery of IT Services to AZ customers. They will help to ensure efficient, effective and thorough management of service...