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Title:  Mandarin Service Desk Lead

Requisition ID:  49418
City:  Dalian
Country/Region:  CN
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role:

Mandarin Service desk lead

 

Experience: 7+ years overall SD experience and 3+ years in TL experience

Language:

Proficient in English and Mandarin (Read + Write + Speak) mandatory and Japanese (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)

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Key Responsibilities:    

The Service Desk Team Lead leads a team of Service Desk Agents.

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

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Major activities:

Monitors open tickets for service level breaches

Identifies potentially major problems.

Uses established procedures, guidelines, and standards

Responds to changing business needs by recommending new ways to handle new issues

Monitors the direction of appropriate incident tracking processes to be followed by team

Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

Conducts leave and resource management for each queue

Handles escalated calls

Implements SIP and CIP

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Conducts quality audits, coaches, and mentors the team members

Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

Attends the monthly quality meeting and BMC Remedy Resolver Group Team Lead

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.

ITIL foundation knowledge

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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).

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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