SERVICE DESK ANALYST L1

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

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 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

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.