SERVICE DESK ANALYST L1

Wipro Ltd.; Quezon City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Wipro Limited in the Philippines seeks a service desk professional to be the first point of contact for B2B users, troubleshooting end-user issues while ensuring service standards are met. You will resolve queries, document incidents, and maintain records of actions taken.

You will log tickets, track progress, communicate updates to customers, and escalate when needed, collaborating with internal teams to drive continual improvements and deliver reliable support experiences.

Qualifications

• Mandatory skills: TIS Service Desk.

Responsibilities

• Be the first point of contact for B2B users calling Wipro Service Desk.
• Respond to queries from calls, portal, emails, and chats from clients.
• Log all service desk tickets using the defined tracking software.
• Maintain scorecard per SoW with respect to TAT, SLA & hits.
• Manage queries or escalate according to helpdesk policies and framework.

Skills

TIS Service Desk

Job description

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 resolved 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.

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.