SERVICE DESK ANALYST L2

Wipro; Manila; Presencial; PHP 335 000 - 536 000; Tempo integral

Resumo da oferta

Wipro in Manila is seeking an experienced Service Desk Analyst to be the first point of contact for B2B users, troubleshooting end-user issues in line with Wipro Service Desk objectives.

You will respond to queries via calls, portal, emails, and chats while logging tickets, maintaining SLA/TAT performance, and escalating where needed. The role emphasizes MIS logging and continuous process improvements to enhance customer experience.

Qualificações

• 1–3 years of experience in service desk operations.
• Experience with logging tickets in tracking software.
• Familiarity with SLA/TAT measures.
• TIS Service Desk is a must-have skill.

Responsabilidades

• Be primary contact for B2B users calling Wipro Service Desk to troubleshoot end-user issues.
• Respond to queries via calls, portal, email, or chat.
• Log tickets accurately and maintain service desk scorecards per SoW.
• Escalate unresolved issues per policies and framework.
• Maintain MIS logs and update customer status.
• Identify process improvements based on feedback.

Conhecimentos

TIS Service Desk

Descrição da oferta de emprego

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:

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 escalate 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:

No.

Performance Parameter

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Measure

2.

Personal

Attendance

Documentation etc.

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

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