Service Desk Analyst I — First-Response IT Support

Wipro; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Wipro is seeking a Service Desk professional in Metro Manila to be the first contact for B2B users calling the Service Desk. You will troubleshoot end-user issues, log incidents, and follow standard procedures to resolve queries while maintaining SLA/TAT targets.

The role emphasizes customer service, accurate logging, and continuous process improvement. This full-time position requires strong communication and problem-solving skills, with the ability to learn client-specific applications and IT

Qualifications

• Experience in service desk or IT helpdesk environments.
• Strong communication and customer focus.
• Ability to log and track incidents accurately.
• Familiarity with incident management processes.

Responsibilities

• 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 escape if not resolve 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

Skills

Customer service

Communication

Problem solving

Tools

Service desk software

Job description

Wipro is seeking a Service Desk professional in Metro Manila to be the first contact for B2B users calling the Service Desk. You will troubleshoot end-user issues, log incidents, and follow standard procedures to resolve queries while maintaining SLA/TAT targets.

The role emphasizes customer service, accurate logging, and continuous process improvement. This full-time position requires strong communication and problem-solving skills, with the ability to learn client-specific applications and IT