Service Desk L1: Incident Triage & SLA Tracker

Wipro; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

Wipro Limited is seeking an Administrator L1 in Quezon City, Philippines to support the service desk and handle standard incident tickets. You will document incidents, track their status, and monitor SLA timelines to ensure timely resolutions.

As part of the team, you will triage tickets, assist in resolving issues, and follow defined procedures to maintain service quality in a fast-paced IT environment.

Qualifications

• Assist in triage and resolution of standard incident tickets.
• Document incidents and track status per procedures.
• Monitor SLA timelines for standard tickets and generate reports.

Responsibilities

• Triaging and resolution of tickets-Assist in the initial triage and response of standard incident tickets (P5 and P4 tickets) along with its documentation and ensuring timely and accurate resolution as per defined procedures.
• SLA Monitoring-Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets), track open tickets for standard incidents and submit reports for review of SLA adherence status.

Skills

TIS Service Desk

Incident tickets

SLA monitoring

Job description

Wipro Limited is seeking an Administrator L1 in Quezon City, Philippines to support the service desk and handle standard incident tickets. You will document incidents, track their status, and monitor SLA timelines to ensure timely resolutions.

As part of the team, you will triage tickets, assist in resolving issues, and follow defined procedures to maintain service quality in a fast-paced IT environment.