SERVICE DESK ANALYST L2(CONTRACT)

Wipro Philippines Inc.; Manila; On-site; PHP 391,000 - 580,000; Part time

Job summary

Wipro Philippines Inc. in Manila, Philippines is seeking a Service Desk Analyst Level 2 on a contract basis to provide primary user support across client applications and devices. You will learn the operations of commonly used software, log tickets, and help maintain performance metrics.

The role requires 1–3 years of service desk experience and a proactive approach to resolving incidents while following standard procedures and escalation paths.

Qualifications

• Mandatory skills: TIS Service Desk.
• Experience: 1–3 years in service desk/support roles.
• Familiarity with incident logging, ticketing systems, and basic IT operations.

Responsibilities

• Provide primary user support and customer service for the client.
• Respond to queries from calls, portal, emails, and chats.
• Log all tickets accurately using the defined tracking software.
• Follow service desk procedures and maintain SLA/TAT metrics.
• Manage queries and escalate as needed per policy.
• Record events and resolutions in MIS logs and provide feedback for process improvements.

Skills

TIS Service Desk

Job description

Job Title:SERVICE DESK ANALYST L2(CONTRACT)

City:Manila, Quezon City

State/Province:Manila

Posting Start Date:7/24/26

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.

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.

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.