First-Line Service Desk Analyst - Remote Support

Wipro; Abu Dhabi; On-site; AED 78,000 - 123,000; Full time

Job summary

Wipro in the United Arab Emirates is seeking a Service Desk Analyst to be the first point of contact for B2B users, troubleshooting end-user issues in line with Wipro’s Service Desk objectives.

You will handle queries via calls, portal, emails and chats, log tickets, and ensure tickets are resolved within defined SLAs. The role emphasizes excellent customer service and continuous process improvements within a fast-paced IT support environment.

Qualifications

• Experience in service desk or IT support environments.
• Strong customer-service orientation and communication skills.

Responsibilities

• Be the first point of contact for B2B users calling the Service Desk.
• Respond to queries from calls, portal, emails, and chats.
• Log all service desk tickets accurately using tracking software.
• Maintain SLA/TAT and monitor effectiveness per statements of work.
• Record events and resolutions in logs and provide feedback for improvements.

Skills

Remote Desktop Support

Job description

Wipro in the United Arab Emirates is seeking a Service Desk Analyst to be the first point of contact for B2B users, troubleshooting end-user issues in line with Wipro’s Service Desk objectives.

You will handle queries via calls, portal, emails and chats, log tickets, and ensure tickets are resolved within defined SLAs. The role emphasizes excellent customer service and continuous process improvements within a fast-paced IT support environment.