Skills IT Service Desk experience 1-3 yrs SOP based SAP L1 functional support Experience working with ServiceNow to log, track, close tickets Experience in resolving IT issues via phone/email/chat Excellent telephone etiquettes and customer service Excellent troubleshooting skills Understanding of infrastructure management processes and ITIL framework Good communication (written & oral), presentation skills, quick learner, self‑initiated, team player, open to work in shifts Flexible to work in a 24 x 7 Environment Excellent time management skills and ability to work under pressure Continuous commitment to professional development Language Portuguese and English Responsibilities Provide 1st line technical support, answering support queries via phone, email, chat and web Maintain a high degree of customer service for all support queries and adhere to all service management principles Take ownership of user problems and be proactive when dealing with user issues Log and verify customer details Identify the issue and categorize/prioritize the incident Create a ticket in CRM tool like ServiceNow Refer to knowledge base for workaround/resolution and attempt resolution Have strong interpersonal skills Work effectively in a dispersed team and individually Reassign ticket to L2/L1.5 if unresolved by L1 (wherever applicable) Reassign ticket to other resolver groups if unresolved by L1 (wherever applicable) Route/chase tickets with other resolver groups Record trend of calls and identify outages proactively Perform callbacks for customers not reachable or on request Identify trend of calls/tickets and highlight to L1.5/Team Lead for outage confirmation Create child tickets and tag them with problem ticket Callback the user and confirm resolution (wherever applicable) Handle issues using remote tools Recommend updates to the KB database Experience 1-3 Years About Us Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA – as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. #J-18808-Ljbffr