Service Desk Analyst L2

Wipro; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Wipro is seeking a Service Desk Analyst L2 in Quezon City, Philippines. You will be the first point of contact for B2B users, troubleshooting end‑user issues and following Weipro’s service desk objectives.

The role emphasizes ticket logging, escalation when needed, and strong customer service. Responsibilities include handling queries via calls, emails, chats, and portals, maintaining logs, tracking resolutions, and suggesting process improvements.

Qualifications

• Mandatory skills: TIS Service Desk and related support experience.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from calls, portal, emails, and chats from the client.
• Follow standard service desk operating procedures and log tickets accurately.
• Ensure adherence to TAT, SLA and overall service desk performance.
• Regular MIS and resolution log management of queries raised.

Skills

TIS Service Desk

Job description

Service Desk Analyst L2

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

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.

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 escalates if not resolved 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.

Performance Parameters

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

Experience: 1-3 Years

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.