B2B Service Desk Analyst (Tier 2) — Frontline Support

Wipro; Manila; Sur place; PHP 335 000 - 536 000; Plein temps

Résumé du poste

Wipro in Manila is seeking an experienced Service Desk Analyst to be the first point of contact for B2B users, troubleshooting end-user issues in line with Wipro Service Desk objectives.

You will respond to queries via calls, portal, emails, and chats while logging tickets, maintaining SLA/TAT performance, and escalating where needed. The role emphasizes MIS logging and continuous process improvements to enhance customer experience.

Qualifications

• 1–3 years of experience in service desk operations.
• Experience with logging tickets in tracking software.
• Familiarity with SLA/TAT measures.
• TIS Service Desk is a must-have skill.

Responsabilités

• Be primary contact for B2B users calling Wipro Service Desk to troubleshoot end-user issues.
• Respond to queries via calls, portal, email, or chat.
• Log tickets accurately and maintain service desk scorecards per SoW.
• Escalate unresolved issues per policies and framework.
• Maintain MIS logs and update customer status.
• Identify process improvements based on feedback.

Connaissances

TIS Service Desk

Description du poste

Wipro in Manila is seeking an experienced Service Desk Analyst to be the first point of contact for B2B users, troubleshooting end-user issues in line with Wipro Service Desk objectives.

You will respond to queries via calls, portal, emails, and chats while logging tickets, maintaining SLA/TAT performance, and escalating where needed. The role emphasizes MIS logging and continuous process improvements to enhance customer experience.