Service Desk Agent

4 weeks ago

Plano, United States Wipro Full time

About Wipro:


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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.


  • A PROUD HISTORY OF OVER 75 YEARS
  • FY22 REVENUE 10.4 BN USD
  • WE’RE PRESENT IN 66 COUNTRIES
  • OVER 1,400 ACTIVE GLOBAL CLIENTS

Role: Service Desk Agent - L1 (2 to 3 years of experience)

Role: Service Desk Agent - L2 (4 to 7 years of experience)


Location : Plano, TX

Requirements:

  • Knowledge of Service Desk Roles and responsibilities.
  • Experience in Service Desk Analyst role / IT Support in a global organization.
  • Flexible for rotational shifts (between 5am to 5pm CST)/ Flexibility in shifting schedule.
  • Delivering customer service through multiple channels including Inbound and Outbound calls, chat and Self-service.


Behavioral Skills & Attributes:

  • Client centricity and communication skills
  • Execution excellence, Hands-On Approach
  • Problem Solver & Good at Decision Making
  • Collaborative Working attitude.


Role & Responsibilities:

  • Identify and diagnose issues and problems
  • Categorize and record reported queries and provide solutions
  • Support problem identification
  • Advise users on appropriate course of action
  • Monitor issues from start to resolution
  • Escalate, if needed, unresolved problems to a higher level of support
  • Managing one or more customer service or service desk functions.
  • Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
  • Delivering customer service through multiple channels including calls, chat and self-service
  • Continuous Service Improvement.


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.

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