Japanese Service Desk Agent Wipro Limited

About Wipro Limited

Job Description

The purpose of this role is to be 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. You will be responsible for providing 24/7 support and exceptional customer service. Additionally, you will monitor and resolve alerts from Microsoft Teams Rooms Pro Management Portal, troubleshoot AV equipment, network connectivity, and applications, and maintain system reliability while minimizing downtime through proactive maintenance. Effective communication of updates and solutions in multiple languages is essential. It is important to stay current with tools, updates, and best practices. Specialized support areas include Security & Compliance (Device compliance, Windows updates), Mobile Support (Device setup, Intune, authentication), Network Troubleshooting (VPNs, network types), Messaging & Office Products (Outlook troubleshooting, integration), OS & Hardware (Device setup and hardware issues), and Conferencing & Collaboration (Microsoft Teams setup, navigation, and troubleshooting). Proficiency in the Japanese language (Read + Write + Speak) at N1 level is required. A Bachelor's degree in IT, Computer Science, or a related field is preferred. Relevant certifications such as SC-900, AZ-900, CompTIA A+, and Microsoft 365 Fundamentals are beneficial. In this role, you will be evaluated based on Service Desk Delivery (Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience) and Personal factors (Attendance, Documentation, etc). Join Wipro, a company focused on building innovative solutions and empowering individuals to reinvent themselves and their careers. Realize your ambitions in a purpose-driven environment that welcomes applications from people with disabilities.,