Service Desk Analyst: First-Contact Tech Support Pro

Wipro Ltd.; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Wipro Cebu City is seeking a Service Desk Associate to be the first point of contact for B2B users, troubleshooting end-user issues in alignment with Wipro Service Desk objectives.

You will handle calls, portal, email and chat queries, document tickets, monitor SLA/TAT, and escalate where needed while maintaining accurate logs and MI reporting.

This role emphasizes customer service, process improvement, and a reliable attitude to help reinvent our world through digital transformation.

Qualifications

• Experience in service desk ticketing and frontline support.
• Familiar with SLAs and standard support processes.
• Strong communication and customer service skills.

Responsibilities

• Be the first point of contact for B2B users and provide primary user support.
• Respond to queries from calls, portal, emails, and chats.
• Log service desk tickets using defined tracking software and maintain logs.
• Ensure adherence to TAT and SLA per SoW; minimize escalations.
• Record events, problems and resolutions; update customer status.
• Identify and suggest improvements to processes and procedures.

Skills

TIS Service Desk

Job description

Wipro Cebu City is seeking a Service Desk Associate to be the first point of contact for B2B users, troubleshooting end-user issues in alignment with Wipro Service Desk objectives.

You will handle calls, portal, email and chat queries, document tickets, monitor SLA/TAT, and escalate where needed while maintaining accurate logs and MI reporting.

This role emphasizes customer service, process improvement, and a reliable attitude to help reinvent our world through digital transformation.