Service Desk Analyst

Wipro; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Wipro is seeking an experienced Support Engineer – Service Desk to join our IT Operations team in Dubai. The role focuses on Level 1/2 incident handling, user support, and ITIL-aligned service delivery across enterprise environments.

The ideal candidate has 5+ years in IT support, strong Microsoft tech skills, and experience with ServiceNow, AD/Microsoft Entra ID, and Microsoft 365. On-site role with opportunities to drive automation and process improvements.

Qualifications

• 5+ years of IT Support, Service Desk, IT Operations, 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.

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.

Skills

ServiceNow / ITSM Tools

Microsoft 365 Administration

Active Directory

Microsoft Entra ID (Azure AD)

Windows & macOS Administration

Endpoint Support

Networking basics (DNS/DHCP/VPN)

Incident, Problem & Change Management

Monitoring & IT Operations

Troubleshooting

Education

Degree or Diploma in Information Technology, Computer Science, Engineering, or related discipline

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
• Microsoft Entra ID (Azure AD)
• Windows & macOS Administration
• Endpoint Support & Device Management
• 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
• Microsoft Azure Fundamentals (AZ-900)
• Azure Administrator (AZ-104)
• AWS Cloud Practitioner
• CCNA
• RHCSA

Education

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