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work with ustitle: service desk analyst - l2requisition id: 54883
country/region: mx
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.
job descriptionprovide advanced technical support for hardware, software, and network issues, escalating to other teams when necessary.troubleshoot and resolve complex technical problems related to operating systems (windows), azure ad, ad, oracle crm, nexthink, bomgar, virtual machines and vdi, office programs, sailpoint, pbi, citrix, sap.manage and prioritize service desk tickets, ensuring timely resolution and adherence to service level agreements (slas).document all support activities, resolutions, and configurations in the service desk ticketing system (snow).install, configure, and maintain desktop systems, laptops, printers, and other peripherals.assist with the deployment and management of software applications and updates.collaborate with other it teams to resolve complex technical issues and implement solutions.develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.manage user accounts and access permissions.preferred skills: fluent in english and french or english and portuguese.minimum of 3 years of experience in a level 1.5 service desk or similar technical support role.experience with active directory, network protocols (tcp/ip, dns, dhcp), and remote access tools.proficiency in troubleshooting hardware and software issues.excellent problem-solving and analytical skills.strong communication and interpersonal skills.ability to work independently and as part of a team.experience with service desk ticketing systems (e.g., servicenow, jira service management).relevant certifications (e.g., comptia a+, microsoft certified professional, itil) are a plus.experience with cloud-based applications, such as google workspace or office 365.wipro offers: benefits above law, full payroll, constant training, and growth opportunity. 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. Responsibilities:be responsible for primary user support and customer servicerespond to queries from all calls, portal, emails, chats from the client.become familiar with each client and their respective applications/processes.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 resolved as per the defined helpdesk policies and framework.regular mis & resolution log management on queries raisedrecord 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.performance parameters:service desk delivery: adherence to tat, sla as per sow, minimal escalation, customer experience.personal: attendance, documentation, etc.wipro is committed to creating an accessible, supportive, and inclusive workplace.
reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process.
accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis.
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