Service Desk Analyst I: First-Line IT Support

Wipro; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, handling inquiries via calls, emails, chats, and portal submissions. You will learn client applications, follow standard procedures, log tickets accurately, and help maintain SLA and TAT as defined in the Statement of Work.

You will participate in MIS logging, escalate when needed, and suggest process improvements while delivering quality user support and customer service across clients.

Qualifications

• Experience in service desk operations and customer support processes.
• Familiarity with ticketing systems and escalation procedures.

Responsibilities

• Be the first point of contact for B2B users calling the Wipro Service Desk.
• Respond to queries via calls, portal, emails, and chats from clients.
• Learn client applications and processes to help resolve issues.
• Log all service desk tickets accurately in the tracking software.
• Maintain service delivery metrics like TAT and SLA as per SoW.
• Record events and resolutions, and pass feedback to the appropriate teams.

Skills

TIS Service Desk

Job description

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, handling inquiries via calls, emails, chats, and portal submissions. You will learn client applications, follow standard procedures, log tickets accurately, and help maintain SLA and TAT as defined in the Statement of Work.

You will participate in MIS logging, escalate when needed, and suggest process improvements while delivering quality user support and customer service across clients.