Service Desk Analyst

We are Wipro, a leading global information technology; consulting and business process Services Company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 200,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future. Are you imagining how to be part of this world? Then apply ! ·WE ARE HIRING TECH SUPPORT Location: Presential Position based in Guadalajara, Mexico Experience: · 2 year minimum on technical support, troubleshooting skills · Hands-on experience on fixes for desktops and laptops that include software installations and upgrades. · Troubleshooting skills for VPN connectivity, dial-out, wireless routers · Minimum 1 year of relevant experience working as IT Service Desk analyst · Ability to diagnose and resolve general technical issues (on Windows, OS) · Proven experience and knowledge from medium to high level in tech support on at least one of the following areas (SME) · Network · Cloud · Exchange · Mobile support · Security · Should be able to multitask · Strong customer skills and customer oriented · Should have excellent communication skills English / Spanish (oral and written) · Should be smart, enthusiastic and a good team player · Experience working on ticketing systems · Ability and willingness to work in an environment providing 24x7x365 support Responsibilities · Perform remote troubleshooting through diagnostic techniques · Provide the best solution based on the issue and details provided by end user · Collaborate with others to resolve complex issues · Research un-resolved issues to the next level of support team · Strictly adhere to SLAs and procedures · Record events and problems and their resolution in logs · Pass on any feedback or suggestions by customers to the appropriate internal team · Identify and suggest possible improvements on procedures · Monitor the ticketing queues and work on the aging tickets · Research solutions using available information resources · Stay current with system information, changes and updates TIS Service Desk