Level 2 IT Service Desk Analyst (BPO - Microsoft)

• Work Setup: 24/7 Support | Shifting Schedule | Onsite

QUALIFICATIONS:

• At least Highschool graduate (Diploma is a must)
• Bachelor's degree in IT, Computer Science, or a related field (preferred).
• 3 year ITSD experience preferably under 1 BPO company.
• Proficient in resolving end-user concerns related to Microsoft environments and providing effective technical support.
• Familiar with tools and platforms such as ServiceNow (SNOW), Active Directory, VPN, Bitlocker and Citrix.

Required for Service Desk Analyst L2:

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 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 resolve as per the defined helpdesk policies and framework

• 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.

Why Join Us?

✔ HMO from Day 1 (including dependents upon regularization)

✔ Career Growth & Development Opportunities

Interested? Apply Now!

Send your CV via Viber at 0917 132 4260 with the following:

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• Willing to work onsite in Eton Centris, Quezon City? (Y/N):