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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Do:

Provide 24/7 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 multiple languages.

Stay current with tools, updates, and best practices.

职责：

提供 24/7 全天候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。

以多种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: Outlook troubleshooting, integration (Microsoft 365 Certified).

OS & Hardware: Device setup and hardware issues (MD-100 Certified).

Conferencing & Collaboration: Microsoft Teams setup, navigation, and troubleshooting (Microsoft 365 Certified).

专业支持领域：

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：Outlook故障排除，集成（Microsoft 365认证）。

作系统和硬件：设备设置和硬件问题（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 Japanese (Read + Write + Speak ) ,Japanese N1

语言： 精通日语 （Read Write Speak ） 、日语 N1

Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).

学历： IT、计算机科学或相关领域的学士学位（首选）。

Relevant certifications: (e.g., SC-900, AZ-900, CompTIA A+, Microsoft 365 Fundamentals).

相关认证：（例如，SC-900、AZ-900、CompTIA A、Microsoft 365 Fundamentals）。

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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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