Service Desk Analyst I - Client IT Support & Tickets

Wipro Philippines Inc.; Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

Wipro Philippines Inc. is seeking a SERVICE DESK ANALYST L1 in Manila. The role focuses on frontline user support, handling queries via calls, portals, emails, and chats, and ensuring tickets are logged and tracked per SoW.

The candidate should quickly learn client-specific applications, perform basic hardware and software operations, and contribute to constant process improvements within a modern digital transformation environment.

Qualifications

• Mandatory skills: TIS Service Desk.
• Be responsible for primary user support and customer service.
• Regular MIS & resolution log management on queries raised.
• Respond to queries from calls, portal, emails, chats from the client.
• Become familiar with each client and their respective applications/processes.
• Learn fundamental operations of commonly-used software, hardware and other equipment.
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
• General improvement suggestions for processes, procedures, etc.

Responsibilities

• Be responsible for primary user support and customer service.
• Regular MIS & resolution log management on queries raised.
• Respond to queries from calls, portal, emails, chats from the client.
• Become familiar with each client and their respective applications/processes.
• Learn fundamental operations of commonly-used software, hardware and other equipment.
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.

Skills

TIS Service Desk

Job description

Wipro Philippines Inc. is seeking a SERVICE DESK ANALYST L1 in Manila. The role focuses on frontline user support, handling queries via calls, portals, emails, and chats, and ensuring tickets are logged and tracked per SoW.

The candidate should quickly learn client-specific applications, perform basic hardware and software operations, and contribute to constant process improvements within a modern digital transformation environment.