IT Incident Triage & SLA Coordinator

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

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.