Service Desk Analyst L1

4 weeks ago

Manila, Philippines Wipro Full time

Service Desk Analyst L1 – Wipro Manila Location: Manila, National Capital Region, Philippines. Job Summary: The purpose of this role is to serve as 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 Be responsible for primary user support and customer service: respond to calls, portal, emails, chats; become familiar with client applications; learn fundamental operations of software, hardware; follow SOP by accurately logging tickets; maintain scorecard TAT/SLA; manage queries or escalations per helpdesk policies. Regular MIS and resolution log management: record events and problems; follow‑up and update customer status; pass feedback to internal teams; identify and suggest process improvements. Performance Parameters Service Desk Delivery – Adherence to TAT, SLA; minimal escalation; customer experience. Personal – Attendance; documentation. Benefits We are building a modern Wipro, an end‑to‑end digital transformation partner. Join a business powered by purpose and a place that empowers you to design your own reinvention. Seniority Level Entry level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr

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