Service Desk Analyst II — IT Support & Client Care

Wipro; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Wipro Limited is seeking a Service Desk Associate to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end-user issues in line with the service desk objectives.

You will handle inquiries via calls, portals, emails and chats; log tickets using the defined tracking software; maintain SLA and TAT as per the SoW; and contribute to process improvements while ensuring customer experience and timely resolution.

Qualifications

• TIS Service Desk
• Experience: 1-3 Years.

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.
• Adherence to TAT, SLA as per SoW
• Minimal Escalation
• Customer Experience
• Attendance
• Documentation etc.

Skills

TIS Service Desk

Job description

Wipro Limited is seeking a Service Desk Associate to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end-user issues in line with the service desk objectives.

You will handle inquiries via calls, portals, emails and chats; log tickets using the defined tracking software; maintain SLA and TAT as per the SoW; and contribute to process improvements while ensuring customer experience and timely resolution.