Service Desk Analyst L2

2 days ago

Manila, Philippines Wipro Full time

Job Location Wipro Manila, National Capital Region, Philippines Job Title Service Desk Analyst L2 Role Overview The purpose of this role is to be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end user issues in line with Wipro's Service Desk objectives. Responsibilities 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 escalated if not resolved 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. Performance Parameters Service Desk Delivery Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience Personal Attendance, Documentation, etc. Experience 1‑3 years Seniority Level Mid‑Senior Level Employment Type Full‑time Job Function Information Technology About Wipro 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. 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. Additional Information Referrals increase your chances of interviewing at Wipro by 2x. #J-18808-Ljbffr

  • Service desk lead

    3 weeks ago

    Manila, Philippines Wipro Full time

    Location Taguig, National Capital Region, Philippines Job Type Full-time Seniority Level Mid‑Senior level Job Function Information Technology Industries IT Services and IT Consulting Role Service Desk Lead – L2 Responsibilities Support service desk agents in prompt delivery of customer service. Advise and collaborate with agents on current issues and...

  • Service Desk Analyst

    4 weeks ago

    Manila, Philippines Wipro Full time

    Overview Wipro Manila, National Capital Region, Philippines Role The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives. Responsibilities Be responsible for primary user support and customer service Respond to queries...

  • Service Desk Analyst

    3 weeks ago

    Manila, Philippines Wipro Full time

    Wipro Manila, National Capital Region, Philippines 3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Job description Job Description Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with...

  • Service Desk Engineer

    2 weeks ago

    Manila, Philippines OSI Digital Full time

    OSI Digital Manila, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Service Desk Engineer role at OSI Digital OSI Digital Manila, National Capital Region, Philippines 2 weeks ago Be among the first 25 applicants Join to apply for the Service Desk Engineer role at OSI Digital Get AI-powered advice on this job...

  • L2 Service Desk Engineer

    3 weeks ago

    , Metro Manila, Philippines ConnectOS Full time

    L2 Service Desk Engineer (AU IT, Hybrid) Schedule: Monday - Friday (6:00AM - 3:00PM PHT) What are we looking for? Reporting to the Shared Services Manager, as the Level 2 Service Desk Engineer, you provide second level service desk support to clients and staff across Australia to ensure all services are delivered and completed within agreed KPIs and SLAs....

  • L2 Service Desk Engineer

    4 weeks ago

    , Metro Manila, Philippines ConnectOS Full time

    Overview Join to apply for the L2 Service Desk Engineer (AU IT, Hybrid) role at ConnectOS . Schedule: Monday - Friday (6:00AM - 3:00PM PHT) What are we looking for? Reporting to the Shared Services Manager, as the Level 2 Service Desk Engineer, you provide second level service desk support to clients and staff across Australia to ensure all services are...

  • L2 Service Desk Engineer

    1 week ago

    , Metro Manila, Philippines ConnectOS Full time

    Join to apply for the L2 Service Desk Engineer (AU IT, Hybrid) role at ConnectOS Schedule Monday - Friday (6:00AM - 3:00PM PHT) What are we looking for? Reporting to the Shared Services Manager, as the Level 2 Service Desk Engineer, you provide second level service desk support to clients and staff across Australia to ensure all services are delivered and...

  • Service Desk Analyst

    2 weeks ago

    Manila, Philippines Netrix LLC Full time

    About The Opportunity This Service Desk Analyst position is a RemotePhilippinesbasedrole. At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with...

  • Senior Service Desk Analyst

    4 weeks ago

    Manila, Philippines IntouchCX Full time

    IntouchCX Manila, National Capital Region, Philippines About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a...

  • Service Desk Engineer

    10 hours ago

    , Metro Manila, Philippines Satellite Office Full time

    Overview SERVICE DESK ENGINEER Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide. WHAT IS A/AN SERVICE DESK ENGINEER? The Service Desk Engineer will act as...