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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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。

  • 监控并解决来自Microsoft Teams Rooms Pro管理门户的警报。

  • 排除音视频设备、网络连接和应用程序故障。通过主动维护保持系统的可靠性并尽量减少停机时间。

  • 以必要的语言有效沟通更新和解决方案。

  • 保持对工具、更新和最佳实践的最新了解。

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：设备合规性，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 Network认证）。

  • 消息与办公产品：所有 Office 365 产品的故障排除与集成（Microsoft 365认证）。

  • 操作系统与硬件：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）。

  • Language: Proficient in language Mandarin (Read + Write + Speak )

  • English (Read + Write + Speak)

  • 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（读写说）

  • 英语（读写说）

  • 教育：计算机科学或相关领域的学士学位（优先考虑）。

  • 相关证书 SC-900，AZ-900，CompTIA A，Microsoft 365基础知识。（加分项）

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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.

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