ADMINISTRATOR L2

Wipro; Dubai Emirate; On-site; AED 134,000 - 201,000; Full time

Job summary

Wipro in Dubai is seeking a Desktop Support specialist to triage and document priority incidents, support resolution of software and hardware service requests, and ensure SLA adherence. The role involves monitoring SLA timelines and assisting in change requests, with 1–3 years of relevant experience.

The candidate will work within an IT support team to maintain service quality and respond to user queries efficiently in a fast-paced environment.

Qualifications

• 1-3 years of experience in desktop support or IT helpdesk.
• Strong ticketing/SLA discipline and documentation.
• Good communication and customer service skills.

Responsibilities

• Triaging and resolution of priority incident tickets (P3) per SLA and escalation procedures.
• Track and assist in resolution of software/hardware/network service requests.
• Monitor SLA timelines across the ticket lifecycle and escalate delays when needed.
• Assist in creating change requests based on incident tickets.

Skills

Desktop Support

Job description

Job Description

Job Description

Role Purpose

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

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