Service Desk Analyst L2

4 weeks 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

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