Service Desk Analyst

1 week ago

Manila, Philippines Wipro Full time

Overview

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.

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 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 escalate 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, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.
Deliverables & Performance Parameters
  • Service Desk Delivery: Adherence to TAT, SLA as per SoW; Minimal Escalation; Customer Experience
  • Personal: Attendance; Documentation etc.
Experience

Experience: 1-3 Years

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. Of yourself, your career, and your skills. 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.

#J-18808-Ljbffr

  • IT Service Desk

    2 weeks ago

    Manila, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per year

    Job Roles and Responsibilities:Team Leadership:• Supervise, coach, and develop a team of Service Desk Analysts• Set clear performance expectations and provide regular feedback.• Conduct performance reviews and address performance issues as needed.• Foster a positive and collaborative team environment.Service Delivery:• Ensure timely and effective...

  • Senior Service Desk Analyst

    3 days 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 Analyst

    3 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...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Netrix Global Full time ₱250,000 - ₱500,000 per year

    About The Opportunity  This Service Desk Analyst position is a Remote Philippines based role. 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...

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Datacom Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Datacom Connect Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...

  • Service Desk Analyst

    3 weeks ago

    Manila, Philippines Datacom Full time

    Our Purpose Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities. The Nitty Gritty We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We...

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Datacom Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Capgemini Full time $4,000 - $6,000 per year

    Role Qualifications1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Capgemini Full time ₱300,000 - ₱450,000 per year

    Role Qualifications1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...