Philippines Job Openings

Wipro Limited

Service Desk Analyst

Manila

December 2, 2024

  • Manila, Philippines
  • DOP
  • 3122502
Job Description

Role Purpose
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 objectives

Do

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 So W 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.
Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Lead - Service Desk

Regular reporting & updates

Core Service Delivery Team
For adherence to SD So W

External

Clients
Handle issues/ queries
Display

Lists the competencies required to perform this role effectively:
  • Functional Competencies/ Skill
    • Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk - Competent to Expert
    • Domain Knowledge - Knowledge of process/ domain managed - Competent to Expert
TIS Service Desk

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. 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 ombuds.person@wipro.com

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.
New Job Alerts
Kitchen Care Consultancy Phils.

Waiter/room attendant

Itogon

FULL TIME

December 3, 2024

View Job Description
Mida Food Distributors Inc.

Production Supervisor

Pasig City

FULL TIME

December 3, 2024

View Job Description
Maxima Machineries Incorporated

Jr. Sales Associate

Quezon City

FULL TIME

December 3, 2024

View Job Description
Octal Philippines Inc.

Network Engineer

Quezon City

FULL TIME

December 3, 2024

View Job Description
Sapient Philippines Hub

Call Center Representatives for Financial Account - Open for fresh graduates

Quezon City

FULL TIME

December 3, 2024

View Job Description
Looking for similar job?
RD Policarpio and Co. Inc

Service Driver

Tarlac

FULL TIME

November 30, 2024

View Job Description
INNITY PHILIPPINES, INC.

Client Services Intern

Makati City

PART TIME

November 30, 2024

View Job Description
iOPEX Technologies Philippines Incorporated

Customer Service (Easy Upselling Account) | Pioneer Team - with 10k Bonus!

Taguig

FULL TIME

November 30, 2024

View Job Description
Orbit hub philippines

LOCAL (Insurance/Banking) Account | Customer Service Assistant | No BPO Exp

Cubao

FULL TIME

November 30, 2024

View Job Description
Trusted Jobs Ph

Bank Teller or Cashier Experience - Customer Service- Easy for newbies

FULL TIME

November 30, 2024

View Job Description
Orbit Jobs Pro

Bank Teller or Cashier Experience - Customer Service Agents CSR

FULL TIME

November 30, 2024

View Job Description
See What’s New: Wipro Limited Job Opportunities
Wipro Limited

.NET Developer

Manila

December 2, 2024

View Job Description
Wipro Limited

Service Desk Analyst

Quezon City

November 29, 2024

View Job Description
View More Jobs by Wipro Limited
New Job Alerts
Kitchen Care Consultancy Phils.

Waiter/room attendant

Itogon

FULL TIME

December 3, 2024

View Job Description
Mida Food Distributors Inc.

Production Supervisor

Pasig City

FULL TIME

December 3, 2024

View Job Description
Maxima Machineries Incorporated

Jr. Sales Associate

Quezon City

FULL TIME

December 3, 2024

View Job Description
Octal Philippines Inc.

Network Engineer

Quezon City

FULL TIME

December 3, 2024

View Job Description
Sapient Philippines Hub

Call Center Representatives for Financial Account - Open for fresh graduates

Quezon City

FULL TIME

December 3, 2024

View Job Description