Service Desk Analyst L2 - Elevate User Support & Impact

Wipro; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

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

You will handle queries via calls, portal, email, and chat, log tickets, follow SoW, monitor TAT/SLA, and contribute to process improvements while maintaining high customer satisfaction.

This role requires 1–3 years of experience and strong service desk management skills.

Qualifications

• Mandatory Skills: Service Desk Management.
• Experience: 1-3 Years.

Responsibilities

• 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.

Skills

Service Desk Management

Job description

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

You will handle queries via calls, portal, email, and chat, log tickets, follow SoW, monitor TAT/SLA, and contribute to process improvements while maintaining high customer satisfaction.

This role requires 1–3 years of experience and strong service desk management skills.