Summary: The Service Desk Analyst provides 1st line technical support, maintaining high customer service and resolving user issues via various channels while adhering to service management principles. Highlights: 1. Provide 1st line technical support via phone, email, chat, and web 2. Maintain high degree of customer service and adhere to service principles 3. Troubleshoot issues related to MS Office, VPN, and various applications Job Description* Job Title: Service Desk Analyst City: Guadalajara State/Province: Jalisco Posting Start Date: 1/21/26 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: **Job Description** ------------------- **Role:** Sevice Desk Engineer L2 * **Accountability** • To provide 1st line technical support, answering support queries via phone, email, Chat and Web + To maintain a high degree of customer service for all support queries and adhere to all service management principles. + To take ownership of user problems and be proactive when dealing with user issues. + Logging / verifying customer details + Identifying the issue and categorizing / prioritize the incident + Creating a ticket in CRM tool like ServiceNow + Referring KB for workaround / resolution and attempting resolution + Strong interpersonal skills are a prerequisite. + Ability to work effectively in a dispersed team and individually. + Ticket re\-assignment to L2/L1\.5 if ticket unresolved by L1 (wherever applicable) + Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable) + Routing / Chasing of tickets with other Resolver groups + Recording trend of calls and identifying outages proactively + Callbacks for customer not reachable cases \& customer request + Identifying the trend of calls / tickets and highlighting it to L1\.5 / Team Lead as applicable for outage confirmation + Creating child tickets and tagging them with problem ticket + Callback the user and confirm resolution (wherever applicable) + Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW + Handling issues using Remote tools. + Makes recommendations for updates to the KB database" **͏** ----- **Do:** * **Be responsible for primary user support and customer service** + Respond 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 resolve as per the defined helpdesk policies and framework * Skills: * IT Service Desk experience 3\-5 yrs + Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS\-Office etc.) + Understanding of Windows X operating system + Assisting with configuring/troubleshooting of Software and Hardware + Experience working with ServiceNow to log, track, close tickets + Experience in resolving IT issues via phone/email/chat + Excellent telephone etiquettes and customer service + Excellent troubleshooting skills + Knowledge of Microsoft based operating systems with emphasis on Windows X + Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop \& Mac books, Desktop, Multi\-functional devices (MFD) , Mobile \& Tablets) + Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. + Basic understanding of PC hardware set\-up and configuration. + Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed. + Good communication (written \& oral), presentation skills, quick learner, self\-initiated, team player, open to work in shifts + Willingness to work in 9 x 5 support environment including working on Weekends and Holidays + Flexible to work in a 24 x 7 Environment due to English Language Support + Excellent time management skills and ability to work under pressure + Continuous commitment to professional development **͏** ----- **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. 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.