IT Service Desk Specialist L1 – Incident & SLA Focus

Wipro Ltd.; Philippines; Presencial; PHP 320.000 - 420.000; Jornada completa

Descripción de la vacante

Wipro Ltd. is seeking an Administrator L1 to support IT service desk operations from Quezon City, Philippines. The role focuses on incident triage, documentation, and ensuring timely resolution of standard tickets within defined procedures.

This position emphasizes monitoring SLA timelines, tracking ticket lifecycles, and generating reports to support service quality and continuous improvement. The ideal candidate will thrive in a dynamic tech environment and contribute to reliable IT service

Formación

• Triaging and resolution of standard incident tickets (P5 and P4).
• Documentation of incidents and tracking status.
• SLA monitoring and reporting across ticket lifecycle.

Responsabilidades

• Triaging and resolution of tickets: Assist in the initial triage and response of standard incident tickets (P5 and P4) along with its documentation and ensuring timely and accurate resolution as per defined procedures.
• SLA Monitoring: Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets), track open tickets for standard incidents and submit reports for review of SLA adherence status.

Conocimientos

TIS Service Desk

Descripción del empleo

Wipro Ltd. is seeking an Administrator L1 to support IT service desk operations from Quezon City, Philippines. The role focuses on incident triage, documentation, and ensuring timely resolution of standard tickets within defined procedures.

This position emphasizes monitoring SLA timelines, tracking ticket lifecycles, and generating reports to support service quality and continuous improvement. The ideal candidate will thrive in a dynamic tech environment and contribute to reliable IT service