SERVICE DESK ANALYST L1

Wipro Philippines Inc.; Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

Wipro Philippines Inc. is seeking a SERVICE DESK ANALYST L1 in Manila. The role focuses on frontline user support, handling queries via calls, portals, emails, and chats, and ensuring tickets are logged and tracked per SoW.

The candidate should quickly learn client-specific applications, perform basic hardware and software operations, and contribute to constant process improvements within a modern digital transformation environment.

Qualifications

• Mandatory skills: TIS Service Desk.
• Be responsible for primary user support and customer service.
• Regular MIS & resolution log management on queries raised.
• Respond to queries from 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.
• General improvement suggestions for processes, procedures, etc.

Responsibilities

• Be responsible for primary user support and customer service.
• Regular MIS & resolution log management on queries raised.
• Respond to queries from 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.

Skills

TIS Service Desk

Job description

Job Title:SERVICE DESK ANALYST L1

City:Manila

State/Province:Manila

Posting Start Date:9/24/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Do

• 1. Be responsible for primary user support and customer service
• a. Respond to queries from all calls, portal, emails, chats from the client
• b. Become familiar with each client and their respective applications/ processes
• c. Learn fundamental operations of commonly-used software, hardware and other equipment
• d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• f. Manage all queries or ...
• 2. Regular MIS & resolution log management on queries raised
• a. Record events and problems and their resolution in logs
• b. Follow-up and update customer status and information
• c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• d. Identify and suggest improvements on processes, procedures 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.