Technical Helpdesk Support Specialist

Wipro; Cebu City; On-site; PHP 201,000 - 335,000; Full time

Job summary

Wipro in Cebu City is seeking a customer service helpdesk professional to provide effective technical support and resolve client issues. You will field requests via phone and email, document details, and work within defined SLAs to ensure timely resolutions.

Ideal candidates will diagnose problems, access knowledge bases, and provide courteous, user-friendly assistance while maintaining accurate records and escalating when necessary.

Qualifications

• Experience in customer service/helpdesk environments.
• Ability to diagnose and troubleshoot client issues.
• Comfort with documenting interactions and updating tickets.

Responsibilities

• Field incoming help requests from clients via phone and email in a courteous manner.
• Document end user details, including name, department, contact information and issue.
• Update availability in the system to ensure productivity.
• Record and track queries, steps taken and resolutions.
• Follow standard processes to resolve client queries and meet SLAs.
• Escalate to Team Leader when resolution is delayed or urgent.

Skills

Customer Service Helpdesk

Job description

Wipro in Cebu City is seeking a customer service helpdesk professional to provide effective technical support and resolve client issues. You will field requests via phone and email, document details, and work within defined SLAs to ensure timely resolutions.

Ideal candidates will diagnose problems, access knowledge bases, and provide courteous, user-friendly assistance while maintaining accurate records and escalating when necessary.