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.
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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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
Job Description
Role:
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
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Candidate Requirement:
- Language: Proficient in language Mandarin (Read + Write + Speak )
- English (Read + Write)
- English (Speak) (Nice to have)
- Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).
- Relevant certifications SC-900, AZ-900, CompTIA A+, Microsoft 365 Fundamentals. (Nice to have)
- 语言： 精通普通话 （Read Write Speak ）
- 英语 （Read Write）
- 英语 （口语） （加分项）
- Education： IT、计算机科学或相关领域的学士学位（首选）。
- 相关认证 SC-900、AZ-900、CompTIA A、Microsoft 365 Fundamentals。（加分项）
Key Responsibilities:
- Provide 12/5 support and exceptional customer service.
- Monitor and resolve alerts from Microsoft Teams Rooms Pro Management Portal.
- Troubleshoot AV equipment, network connectivity, and applications.
- Maintain system reliability and minimize downtime through proactive maintenance.
- Communicate updates and solutions effectively in required languages.
- Stay current with tools, updates, and best practices.
- 提供 12/5 支持和卓越的客户服务。
- 监视和解决来自 Microsoft Teams Rooms Pro 管理门户的警报。
- 对 AV 设备、网络连接和应用程序进行故障排除。
- 通过主动维护来保持系统可靠性并最大限度地减少停机时间。
- 以所需语言有效地传达更新和解决方案。
- 及时了解工具、更新和最佳实践。
Specialized Support Areas:
- Security & Compliance: Device compliance, Windows updates (SC-900 Certified).
- Mobile Support: Device setup, Intune, authentication (CompTIA ITF+ Certified).
- Network Troubleshooting: VPNs, network types (AZ-900/CompTIA Network+ Certified).
- Messaging & Office Products: All office 365 products troubleshooting, integration (Microsoft 365 Certified).
- OS & Hardware: Devices (Laptop, Desktop, Printer, etc.) setup and hardware issues (MD-100 Certified).
- Conferencing & Collaboration: Microsoft Teams setup, navigation, and troubleshooting (Microsoft 365 Certified).
- 安全与合规：设备合规，Windows更新（SC-900认证）。
- 移动支持：设备设置、Intune、身份验证（CompTIA ITF 认证）。
- 网络故障排除：VPN、网络类型（AZ-900/CompTIA 网络认证）。
- 消息和办公产品：所有Office 365产品故障排除，集成（Microsoft 365认证）。
- 作系统和硬件：设备（笔记本电脑、台式机、打印机等）设置和硬件问题（MD-100认证）。
- 会议与协作：Microsoft Teams设置、导航和故障排除（Microsoft 365认证）。
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Deliver:
No.
Performance Parameter
Measure
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Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
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Personal
Attendance
Documentation etc.
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