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Service Desk Operations Technician

2 weeks ago

Quezon City, National Capital Region, Philippines Wipro Technologies Full time

We are seeking a detail-oriented Service Desk Operations Technician to join our team. As a key member of our service desk team, you will be responsible for managing all queries and ensuring that they are resolved in a timely and efficient manner.

Key Responsibilities:

  • Manage all queries received from B2B users via various channels including calls, portal, emails, and chats
  • Become familiar with each client's applications and processes
  • Learn fundamental operations of commonly-used software, hardware, and 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

Requirements:

  • Excellent organizational and problem-solving skills
  • Ability to work in a fast-paced environment
  • Familiarity with ITIL frameworks and service desk software

About Us:

We are a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Our holistic portfolio of capabilities in consulting, design, engineering, and operations enables us to deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.