Service Desk Analyst L1

Wipro; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Wipro in Quezon City, Philippines is seeking a Service Desk Analyst L1 to be the first point of contact for B2B users, troubleshooting end-user issues in line with service desk objectives.

You will respond to queries via calls, portals, emails and chats, learn applications and processes, and follow standard procedures to log tickets and maintain scorecards. This role offers full-time employment in a dynamic digital transformation environment.

Qualifications

• Mandatory skills: TIS Service Desk.

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 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

Skills

TIS Service Desk

Job description

Service Desk Analyst L1

Company : Wipro Job Type : Full Time Quezon City, Philippines

Job Description - Service Desk Analyst L1

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 WiproâÃÂÃÂs 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

No PerformanceParameter Measure 1 Service Desk Delivery

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

2 Personal

• 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.