Service Desk Analyst I — First-Line Tech Support

Wipro Ltd.; Philippines; In loco; PHP 300.000 - 420.000; Tempo pieno

Descrizione del lavoro

Wipro Limited in Quezon City, Philippines, is seeking a Service Desk Analyst L1 to be the first point of contact for B2B users. You will troubleshoot end‑user issues, provide clear guidance, and log all incidents in the service desk system according to defined SOPs.

This role emphasizes customer service, adherence to SLAs/TAT, and collaboration with client teams to improve processes. You will become familiar with each client’s applications and contribute to ongoing MIS reporting and issue

Mansioni

• Be responsible for primary user support and customer service
• Respond to queries from all 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
• Manage all queries or escalates if not resolved as per the defined helpdesk policies and framework
• Regular MIS & resolution log management on queries raised
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identify and suggest improvements on processes, procedures etc

Conoscenze

TIS Service Desk

Descrizione del lavoro

Wipro Limited in Quezon City, Philippines, is seeking a Service Desk Analyst L1 to be the first point of contact for B2B users. You will troubleshoot end‑user issues, provide clear guidance, and log all incidents in the service desk system according to defined SOPs.

This role emphasizes customer service, adherence to SLAs/TAT, and collaboration with client teams to improve processes. You will become familiar with each client’s applications and contribute to ongoing MIS reporting and issue