job description
Reinvent your world at Wipro. As an end-to-end digital transformation partner with the boldest ambitions, we are building a modern Wipro that empowers businesses globally. We are seeking a dedicated and highly analytical Service Desk Analyst L2 to join our dynamic IT support team in Manila.
In this role, you will act as a key escalation point for technical issues, delivering exceptional support to our global clients. You will troubleshoot complex system, network, and application issues that exceed Level 1 capabilities. If you are passionate about technology, possess strong problem-solving skills, and thrive in a fast-paced environment, this is your opportunity to accelerate your career with an industry leader.
At Wipro, we value innovation, collaboration, and continuous learning. You will have access to cutting-edge tools and a supportive global network to help you succeed and grow in your IT career.
Responsibility
- Provide Level 2 technical support for hardware, software, network, and system-related incidents escalated from Level 1.
- Troubleshoot and resolve complex issues involving Windows/Mac OS, Office 365, Active Directory, and enterprise applications.
- Perform detailed root-cause analysis for recurring technical issues to prevent future incidents.
- Manage, prioritize, and document all incidents and service requests in the ITSM ticketing system (e.g., ServiceNow).
- Collaborate with Level 3 engineering and infrastructure teams to resolve high-severity outages and critical system issues.
- Create and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Ensure all service level agreements (SLAs) are met or exceeded while maintaining high customer satisfaction ratings.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.
- At least 2-3 years of proven experience in an IT Service Desk, Helpdesk, or Technical Support Level 2 role.
- Strong technical knowledge of Windows OS, Active Directory, Office 365, VPN, and basic networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with ITSM frameworks and tools, particularly ServiceNow, Jira, or similar ticketing systems.
- Excellent verbal and written English communication skills, with the ability to explain technical concepts to non-technical users.
- ITIL Foundation v3/v4 certification or other technical certifications (CompTIA A+, Network+, CCNA, MCSA) are highly advantageous.
- Willingness to work in rotating shifts, including night shifts, weekends, and holidays.