Service Desk Analyst

hace 5 días

Guadalajara, Jalisco, México Wipro A tiempo completo

Job Summary

We are seeking a highly skilled and detail-oriented Service Desk Analyst to join our team at Wipro. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Maintain, analyze, and troubleshoot hardware and software issues to ensure seamless service delivery.
  • Provide primary user support and customer service, responding to queries from various channels, including calls, portal, and emails.
  • Become familiar with each client's applications and processes to deliver tailored support.
  • Learn fundamental operations of commonly-used software, hardware, and other equipment to provide effective support.
  • Follow standard service desk operating procedures, accurately logging all service desk tickets using the defined tracking software.
  • Ensure timely resolution of queries, escalating if necessary, and maintaining a high level of customer satisfaction.
  • Manage regular MIS and resolution log management, recording events and problems, and their resolution in logs.
  • Follow up and update customer status and information, passing on feedback and suggestions to the appropriate internal team.
  • Identify and suggest improvements on processes and procedures to enhance service delivery.

Requirements

  • Effective communication and interpersonal skills.
  • Detail-oriented and organized with a strong focus on customer satisfaction.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Strong problem-solving skills and technical knowledge of hardware and software.
  • Ability to maintain confidentiality and handle sensitive information.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to work with a leading global IT services company.

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