L2 Service Desk Analyst - IT Support & Troubleshooting

Wipro; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Wipro is seeking a Service Desk Analyst L2 in Quezon City, Philippines. You will be the first point of contact for B2B users, troubleshooting end‑user issues and following Weipro’s service desk objectives.

The role emphasizes ticket logging, escalation when needed, and strong customer service. Responsibilities include handling queries via calls, emails, chats, and portals, maintaining logs, tracking resolutions, and suggesting process improvements.

Qualifications

• Mandatory skills: TIS Service Desk and related support experience.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from calls, portal, emails, and chats from the client.
• Follow standard service desk operating procedures and log tickets accurately.
• Ensure adherence to TAT, SLA and overall service desk performance.
• Regular MIS and resolution log management of queries raised.

Skills

TIS Service Desk

Job description

Wipro is seeking a Service Desk Analyst L2 in Quezon City, Philippines. You will be the first point of contact for B2B users, troubleshooting end‑user issues and following Weipro’s service desk objectives.

The role emphasizes ticket logging, escalation when needed, and strong customer service. Responsibilities include handling queries via calls, emails, chats, and portals, maintaining logs, tracking resolutions, and suggesting process improvements.