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

		1.

Service Desk Delivery:

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience:

		2.

Personal

Attendance

Documentation etc.

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