Mandarin Service Desk Analyst
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Job Summary
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 Wiproâs Service Desk objectives
Candidate Requirement:
- Language: Proficient in language Mandarin (Read Write Speak )
- English (Read Write)
- English (Speak) (Nice to have)
- Education: Bachelors 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-900AZ-900CompTIA AMicrosoft 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
| No. | Performance Parameter | Measure |
| 1. | Service Desk Delivery | Adherence to TAT SLA as per SoW Minimal Escalation Customer Experience |
| 2. | Personal | Attendance Documentation etc. |
Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
