Service Desk Analyst L1

Wipro; Manila; On-site; PHP 300,000 - 500,000; Full time

Job summary

Wipro is hiring for a Service Desk role in Manila. The successful candidate will provide first-line support to B2B users, handle queries via calls, portals, emails and chats, and log tickets following standard procedures.

You will familiarize yourself with client applications, perform basic software/hardware operations, and contribute to service delivery metrics by maintaining scorecards and MIS logs. Escalations follow defined policies.

Qualifications

• Experience in primary user support and customer service.
• Familiar with logging service tickets using tracking software.
• Understanding of SLA/TAT and basic MIS logging.

Responsibilities

• Respond to queries from calls, portal, emails, chats from the client.
• Learn client applications and processes; become familiar with common software/hardware.
• Log tickets accurately using the tracking software per standard procedures.
• Maintain scorecard per SoW with respect to TAT, SLA and hits; escalate when needed.
• Record events and resolutions in MIS logs; update customer status and information.
• Pass on customer feedback/escalations to the appropriate internal teams; suggest improvements.

Skills

Service Desk Management

Customer Service

Job description

Job Description:

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

1. 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

2. 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

1 Service Desk Delivery

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

2 Personal

• Attendance
• Documentation etc

Mandatory Skills: Service Desk Management.

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.