Service Desk Analyst L1

Wipro Ltd.; Cebu City; Presencial; PHP 300.000 - 420.000; Jornada completa

Descripción de la vacante

Wipro Cebu City is seeking a Service Desk Associate to be the first point of contact for B2B users, troubleshooting end-user issues in alignment with Wipro Service Desk objectives.

You will handle calls, portal, email and chat queries, document tickets, monitor SLA/TAT, and escalate where needed while maintaining accurate logs and MI reporting.

This role emphasizes customer service, process improvement, and a reliable attitude to help reinvent our world through digital transformation.

Formación

• Experience in service desk ticketing and frontline support.
• Familiar with SLAs and standard support processes.
• Strong communication and customer service skills.

Responsabilidades

• Be the first point of contact for B2B users and provide primary user support.
• Respond to queries from calls, portal, emails, and chats.
• Log service desk tickets using defined tracking software and maintain logs.
• Ensure adherence to TAT and SLA per SoW; minimize escalations.
• Record events, problems and resolutions; update customer status.
• Identify and suggest improvements to processes and procedures.

Conocimientos

TIS Service Desk

Descripción del empleo

Job Description:

Job Description

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.

Role Purpose

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 escalates 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.