service desk Analyst - l2Wipro

We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies. Modify Cookie PreferencesAccept All CookiesPress Tab to Move to Skip to Content LinkSearch JobsJob DescriptionApply nowStartPlease wait...Job Title: Service Desk Analyst - L2Req Id: 100045City: ManilaState/Province: ManilaPosting Start Date: 9/30/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job Description:Job DescriptionRole:The purpose of this role is to 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 objectives͏Do:
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 resolve 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.
͏Deliver: No.Performance ParameterMeasure
1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience
2.PersonalAttendanceDocumentation etc.͏͏Mandatory Skills: TIS Service Desk .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.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.© 2025 Wipro LimitedxCookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
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Wipro

Manila City, Metro Manila
Permanent
Full-time