IT Service Desk Specialist - Ticketing & ITIL Support

Wipro Philippines Inc.; Cebu City; On-site; PHP 360,000 - 520,000; Full time

Job summary

Wipro Philippines Inc. is seeking a Service Desk Analyst to manage IT service tickets, resolve incidents, and provide timely updates. The role involves handling requests via phone, email and chat, troubleshooting O365, VPN, Skype, Active Directory and MS Office in a Windows environment.

The candidate should be able to work in shifts, follow SOPs/SOWs, and deliver high quality customer service while adhering to SLA metrics.

Qualifications

• IT Service Desk experience 1-5 years.
• Excellent troubleshooting skills in O365, VPN, Skype, Active Directory, MS-Office.
• Understanding of Windows OS and IT infrastructure basics.
• Experience using ServiceNow to log, track, and close tickets.
• Strong communication and customer service abilities.

Responsibilities

• Create, assign, categorize, prioritize, escalate, track, close and provide feedback on service tickets as per SLA.
• Follow KEDBs and Wikis for resolving technical issues.
• Adhere to SOPs/SOWs when resolving incidents.
• Resolve IT issues via phone, email and chat.
• Configure and troubleshoot software and hardware.
• Troubleshoot Outlook and MS Office applications within a network environment.
• Log and close tickets in ServiceNow.

Skills

Troubleshooting

Customer service

Communication

Team player

Shift ready

Tools

ServiceNow

O365

VPN

Active Directory

Microsoft Office

Outlook

Windows OS

Skype

Job description

Wipro Philippines Inc. is seeking a Service Desk Analyst to manage IT service tickets, resolve incidents, and provide timely updates. The role involves handling requests via phone, email and chat, troubleshooting O365, VPN, Skype, Active Directory and MS Office in a Windows environment.

The candidate should be able to work in shifts, follow SOPs/SOWs, and deliver high quality customer service while adhering to SLA metrics.