Incident Triage & Desktop Support Specialist

Wipro; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Wipro in Abu Dhabi is seeking an IT Support professional to triage and document priority incidents and support resolution of software and hardware service requests. The role emphasizes SLA adherence and escalation when delays occur.

You will perform initial triage, log tickets and assist in change requests as needed. Responsibilities include tracking SLA timelines across incident lifecycles, resolving software/hardware/network service requests, and ensuring requests are logged and processed

Qualifications

• Mandatory skills include Desktop Support.
• Experience: 1-3 years.

Responsibilities

• Triaging and resolution of tickets – Perform initial triage and assist in response for priority incident tickets (P3) 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). 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.

Skills

Desktop Support

Job description

Wipro in Abu Dhabi is seeking an IT Support professional to triage and document priority incidents and support resolution of software and hardware service requests. The role emphasizes SLA adherence and escalation when delays occur.

You will perform initial triage, log tickets and assist in change requests as needed. Responsibilities include tracking SLA timelines across incident lifecycles, resolving software/hardware/network service requests, and ensuring requests are logged and processed