
Wipro
Service Desk Analyst L2
- Contract
- Abu Dhabi, United Arab Emirates
- Experience 0 - 2 yrs
Job expiry date: 13/03/2026
Job overview
Date posted
27/01/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 10,000 - 15,000 per month
Compensation
Salary only
Experience
0 - 2 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
13/03/2026
Job description
The Service Desk Analyst L2 (Contract) at Wipro is responsible for serving as the first point of contact for B2B users, providing primary support and customer service for end-user IT issues in line with Wipro’s Service Desk objectives. The role requires handling inquiries through calls, portal, email, and chat, becoming familiar with client-specific applications and processes, learning fundamental operations of commonly-used software, hardware, and other equipment, and following standard service desk operating procedures. The analyst accurately logs all service desk tickets, maintains MIS and resolution logs, tracks adherence to SLA and TAT, manages escalations as per helpdesk policies, and identifies opportunities for process and procedure improvements. The position emphasizes minimal escalation, strong customer experience, attendance, and accurate documentation.
Required skills
Key responsibilities
- Provide primary user support and customer service for B2B clients across calls, portal, email, and chat
- Familiarize with each client’s applications and business processes to provide tailored support
- Learn fundamental operations of commonly-used software, hardware, and other equipment
- Accurately log all service desk tickets using the defined tracking software and follow standard procedures
- Ensure adherence to TAT and SLA as per SoW, maintaining scorecards accordingly
- Manage, resolve, or escalate queries according to defined helpdesk policies and framework
- Maintain regular MIS reporting and resolution logs for all queries raised
- Record events, problems, and resolutions, updating customer status and information
- Pass on customer feedback, suggestions, and escalations to appropriate internal teams
- Identify and suggest improvements to processes, procedures, and workflows
Experience & skills
- 1-3 years of experience in IT service desk or technical support roles
- Proficiency with TIS Service Desk
- Experience managing end-user IT support for hardware and software issues
- Ability to follow standard operating procedures for ticketing and resolution tracking
- Knowledge of SLA and TAT management in IT support environments
- Experience with MIS reporting and documentation of incidents
- Customer service orientation with problem-solving capabilities
- Ability to escalate and manage unresolved queries within defined frameworks
- Capacity to identify process improvements and operational efficiencies
- Familiarity with portal, email, chat, and phone-based support channels