Administrator L2

Wipro; Dubai; On-site; AED 55,000 - 83,000; Full time

Job summary

Wipro in Dubai seeks a desktop support professional to triage and resolve priority incidents, document actions, and ensure SLA adherence. The role supports software/hardware/service requests with defined timelines and helps escalate delays as needed.

The candidate will assist in creating change requests and tracking incident lifecycles, contributing to efficient IT service delivery within the organization.

Qualifications

• 1-3 years of desktop support or IT helpdesk experience.
• Experience with incident management and SLA compliance.
• Strong communication skills and documentation practices.

Responsibilities

• Triage and resolve priority incident tickets (P3) and document actions.
• Assist in resolution of software/hardware/service requests within defined timelines.
• Monitor SLA timelines and escalate delays.
• Assist in creation of change requests based on incident types.

Skills

Desktop Support

Job description

Job Description

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Areas of responsibility

• Triaging and resolution of tickets-Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.
• Resolution of service Requests-Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.
• SLA Monitoring-Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches.
• Change request execution-Assist in creation of change requests basis types of incident tickets which are raised and resolved.

Mandatory Skills

Desktop Support

Experience

1-3 Years