L2 Incident Triage & Desktop Support Engineer

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

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.