SERVICE DESK ANALYST L1

Wipro; Cebu City; On-site; PHP 240,000 - 320,000; Full time

Job summary

Wipro in Cebu City, Philippines seeks an entry-level Service Desk Analyst to be the first point of contact for B2B users and to troubleshoot end-user issues in line with Wipro Service Desk objectives.

You will learn the operations of commonly-used software, hardware and other equipment, log tickets, and maintain strong response times and customer satisfaction.

Qualifications

• Be the first point of contact for B2B users.
• Respond to queries via calls, portal, emails, chats.
• Follow standard service desk procedures and log all tickets.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from all calls, portal, emails, chats from the client.
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
• Ensure SLA/TAT adherence and maintain logs of resolutions.

Skills

TIS Service Desk

Job description

Role Purpose

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro s Service Desk objectives

Job Description

Job Description

Role Purpose

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro s Service Desk objectives

Do

• 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 elevate 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

Deliver

NoPerformance ParameterMeasure1Service Desk Delivery

• Adherence to TAT, SLA as per SoW
• Minimal Escalation
• Customer Experience

2Personal

• Attendance
• Documentation etc

Mandatory Skills: TIS Service Desk

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.