IT Service Desk Analyst - L2

Wipro Philippines Inc.; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

Wipro Philippines Inc. is seeking an Administrator L2 for Manila to manage end-user tickets, provide timely service requests solutioning, and act as the custodian of client infrastructure.

The role emphasizes incident management, root-cause analysis, and escalation-free resolutions to ensure client satisfaction. The position targets candidates with 1–3 years of experience in service desk environments and a drive to reinvent and evolve within a leading technology services company.

Qualifications

• Experience in service desk operations, handling end-user requests and ticketing workflows.
• Knowledge of incident management processes and service levels.

Responsibilities

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as custodian of client’s network/server/system/storage/platform to keep track of proper functioning
• Track ticket counts across channels and deliver appropriate resolutions within defined timeframes
• Perform root cause analysis and create action plans to resolve problems and satisfy clients
• Provide acceptance and immediate resolution to high-priority tickets/services
• Install and configure software/hardware based on service requests
• Maintain 100% timeliness per issue priority to meet client expectations
• Provide user access as per client requirements for timely solutions
• Monitor tickets from acceptance to resolution as per customer-defined resolution time
• Maintain backups of important data/logs for quality and client satisfaction
• Coordinate with on-site team for complex resolutions and timely servicing
• Review logs collected by Chat Bots to ensure all requests are resolved promptly

Skills

TIS Service Desk

Job description

Wipro Philippines Inc. is seeking an Administrator L2 for Manila to manage end-user tickets, provide timely service requests solutioning, and act as the custodian of client infrastructure.

The role emphasizes incident management, root-cause analysis, and escalation-free resolutions to ensure client satisfaction. The position targets candidates with 1–3 years of experience in service desk environments and a drive to reinvent and evolve within a leading technology services company.