SERVICE DESK ANALYST L1

Wipro; Quezon City; Presencial; PHP 240.000 - 360.000; Jornada completa

Descripción de la vacante

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, handling inquiries via calls, emails, chats, and portal submissions. You will learn client applications, follow standard procedures, log tickets accurately, and help maintain SLA and TAT as defined in the Statement of Work.

You will participate in MIS logging, escalate when needed, and suggest process improvements while delivering quality user support and customer service across clients.

Formación

• Experience in service desk operations and customer support processes.
• Familiarity with ticketing systems and escalation procedures.

Responsabilidades

• Be the first point of contact for B2B users calling the Wipro Service Desk.
• Respond to queries via calls, portal, emails, and chats from clients.
• Learn client applications and processes to help resolve issues.
• Log all service desk tickets accurately in the tracking software.
• Maintain service delivery metrics like TAT and SLA as per SoW.
• Record events and resolutions, and pass feedback to the appropriate teams.

Conocimientos

TIS Service Desk

Descripción del empleo

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.

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
• 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 elevate if not resolve as per the defined helpdesk policies and framework
• 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

Deliver

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.

Information at a Glance

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.