Administrator L3

Wipro; Dubai; On-site; AED 100,000 - 180,000; Full time

Job summary

Wipro in Dubai seeks an experienced Desktop Support professional to resolve priority incident tickets and service requests, contribute to incident analysis, and support continuous service improvement.

You will triage, log incidents, and ensure SLA adherence while delivering high-quality IT support across software, hardware, and network services.

Qualifications

• 3–5 years of desktop support or IT helpdesk experience.
• Strong incident management and SLA awareness.
• Good documentation and communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Triaging and resolving high-priority incident tickets (P2) and service requests within defined SLAs.
• Create incident logs and document observations to support root-cause analysis.
• Monitor and ensure timely resolution in line with SLAs; participate in service reviews.
• Execute change requests with adherence to guidelines and maintain rollback plans.

Skills

Desktop Support

Job description

Job Description

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of responsibility

• Triaging and resolution of tickets- "Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "
• Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Change request execution- "Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
• Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes".
• Incident Analysis- "Analyse nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."

Mandatory Skills

Desktop Support

Experience

3-5 Years

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