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Service Desk Analyst
Service Desk Analyst-March 2024
Manila
Mar 21, 2025
ABOUT WIPRO
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 portfoli
10,000+ employees
Consulting
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About Service Desk Analyst

　　Adherence to policies and procedures, closure of open calls after resolution. Opens, logs, prioritizes, assigns, and closes calls/Chats/Ticket logged in the IT SD Asks the End User for all relevant information concerning the call made or issue reported by the End User Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets which have not been resolved by SD, in accordance with escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database 100% work from office

　　Rotational shifts and offs- Majorly night shifts

　　Proficient in English (Read + Write + Speak)

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