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Service Desk Technical Specialist

1 week ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

At Wipro Technologies, we are committed to delivering exceptional customer experiences through our industry-leading service desk capabilities. As a Service Desk Technical Specialist, you will be the first point of contact for our B2B users, troubleshooting and resolving end-user issues in line with our service desk objectives.

The purpose of this role is to provide timely and effective support to our customers, leveraging your technical knowledge and excellent communication skills to empathize, pacify, and handle irate customers. Your ability to troubleshoot base operating system issues and stay up-to-date with new technologies will enable you to deliver high-quality resolutions and exceed customer expectations.

Your key responsibilities will include:

  • Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc., over remote support
  • Answering incoming calls and responding to customer emails in a timely manner
  • Managing and resolving customer complaints
  • Identifying and escalating issues to supervisors as needed
  • Providing product and service information to customers
  • Researching required information using available resources and offering solutions to customers