Service Desk Analyst

Guadalajara, Mexico
- Tech Hiring
- 3068277

**Job Description**:
**_ONSITE POSITION IN GUADALAJARA - MEXICO_**
- We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market. And we are looking for great talent to join us on our tech journey_

**_
Role Purpose_**
- 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_

**_
Do_**
- **
Be responsible for primary user support and customer service**
- _ 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._

**_
- **

**_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 Desk standards and norms to produce consistent results, provide effective control 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 (in parts) frequently with mínimal support and guidance._

**_
Competent_**
- Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well._

**_
Expert_**
- Applies the competency in all situations and is serves as a guide to others as well._

**_
Master_**
- Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised 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._
- Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law._
- TIS Service Desk

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.