Service Desk Specialist: B2B IT Support

Wipro; Manila; On-site; PHP 300,000 - 500,000; Full time

Job summary

Wipro is hiring for a Service Desk role in Manila. The successful candidate will provide first-line support to B2B users, handle queries via calls, portals, emails and chats, and log tickets following standard procedures.

You will familiarize yourself with client applications, perform basic software/hardware operations, and contribute to service delivery metrics by maintaining scorecards and MIS logs. Escalations follow defined policies.

Qualifications

• Experience in primary user support and customer service.
• Familiar with logging service tickets using tracking software.
• Understanding of SLA/TAT and basic MIS logging.

Responsibilities

• Respond to queries from calls, portal, emails, chats from the client.
• Learn client applications and processes; become familiar with common software/hardware.
• Log tickets accurately using the tracking software per standard procedures.
• Maintain scorecard per SoW with respect to TAT, SLA and hits; escalate when needed.
• Record events and resolutions in MIS logs; update customer status and information.
• Pass on customer feedback/escalations to the appropriate internal teams; suggest improvements.

Skills

Service Desk Management

Customer Service

Job description

Wipro is hiring for a Service Desk role in Manila. The successful candidate will provide first-line support to B2B users, handle queries via calls, portals, emails and chats, and log tickets following standard procedures.

You will familiarize yourself with client applications, perform basic software/hardware operations, and contribute to service delivery metrics by maintaining scorecards and MIS logs. Escalations follow defined policies.