Service Desk Analyst

Wipro; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Wipro in Dubai seeks an experienced Support Engineer – Service Desk to join the IT Operations team. You will deliver Level 1–2 IT support, manage incidents, and support Microsoft 365, Exchange, AD, and endpoint devices in a fast-paced enterprise environment.

You will use ServiceNow and ITSM tools, follow ITIL practices, and drive improvements while collaborating with vendors and internal teams in the UAE. This role requires strong troubleshooting and stakeholder management skills.

Qualifications

• 5+ years of experience in IT Support, Service Desk, IT Operations, 24x7 environments.
• Hands-on experience managing enterprise incidents and service requests.
• Strong understanding of ITIL processes and governance.
• Experience supporting enterprise users in a fast-paced environment.
• Proven stakeholder and vendor management experience.
• Strong troubleshooting and analytical skills.

Responsibilities

• Provide Level 1 and Level 2 IT incident and service request support.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Support desktops, laptops, printers, LAN cabling, patching and endpoint devices.
• Manage user provisioning, access management, and AD/Microsoft Entra ID administration.
• Support Microsoft 365 services, Exchange Server/Online, Outlook, Teams.
• Handle tickets through ServiceNow and other ITSM platforms following ITIL practices.
• Perform root cause analysis and identify recurring issues.
• Monitor IT infrastructure and service health with monitoring tools.
• Coordinate major incidents with internal teams, vendors, and stakeholders for timely resolution.
• Provide support via phone, email, chat, walk-up, and self-service portals.
• Maintain technical documentation and SOPs; contribute to knowledge base.
• Participate in system upgrades, deployments, and on-call support activities.
• Drive automation initiatives and continuous service improvement programs.

Skills

ServiceNow

Microsoft 365 Administration

Exchange Server & Exchange Online

Active Directory

LAN Cabling & Patching

TCP/IP & Networking

User Access Management

Incident, Problem & Change Mgmt

Monitoring & Alerting

IT Operations & Service Desk

Education

Degree or Diploma in IT/CS/Engineering

Job description

We are seeking an experienced Support Engineer – Service Desk to join our IT Operations team. The ideal candidate will have strong experience in enterprise IT support, Service Desk operations, Microsoft technologies, endpoint management, and ITSM processes. You will play a critical role in ensuring seamless IT service delivery, incident resolution, user support, and operational excellence across a dynamic enterprise environment.

Key Responsibilities

• Provide Level 1 and Level 2 support for IT incidents, service requests, and operational issues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Support desktops, laptops, printers, LAN cabling, patching, and endpoint devices.
• Manage user provisioning, access management, and administration in Active Directory and Microsoft Entra ID.
• Support Microsoft 365 services, Exchange Server/Online, Outlook, Teams, and related collaboration tools.
• Handle tickets through ServiceNow (SNOW) and other ITSM platforms while adhering to ITIL best practices.
• Perform root cause analysis (RCA) and proactively identify recurring issues.
• Monitor IT infrastructure and service health using monitoring and observability tools.
• Coordinate major incidents and work with internal teams, vendors, and stakeholders for timely resolution.
• Provide support via phone, email, chat, walk-up support, and self-service portals.
• Maintain technical documentation, SOPs, knowledge base articles, and operational procedures.
• Participate in system upgrades, deployments, configuration changes, and on-call support activities.
• Drive automation initiatives and continuous service improvement programs.

Required Skills

Technical Skills

• ServiceNow (SNOW) / ITSM Tools
• Microsoft 365 Administration
• Exchange Server & Exchange Online
• Active Directory
• LAN Cabling, Patching & Printer Support
• TCP/IP, DNS, DHCP, VPN Troubleshooting
• User Access Management & Identity Administration
• Incident, Problem & Change Management
• Monitoring & Alerting Tools
• IT Operations & Service Desk Support

Required Experience

• 5+ years of experience in IT Support, Service Desk, IT Operations, TCC, or 24x7 support environments.
• Hands‑on experience managing enterprise incidents and service requests.
• Strong understanding of ITIL processes and operational governance.
• Experience supporting enterprise users in a fast‑paced environment.
• Proven stakeholder and vendor management experience.
• Strong troubleshooting and analytical skills.

Preferred Certifications

• ITIL Foundation
• Microsoft 365 Certified
• CCNA
• RHCSA

Education

• Degree or Diploma (12+3 or equivalent) in Information Technology, Computer Science, Engineering, or related discipline.