Service Desk Analyst

City: Riyadh

State/Province: Riyadh Province

Posting Start Date: 1/27/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Job Summary

We are looking for a dedicated and End User-focused Service Desk Analyst to join our IT Support team. The Service Desk Analyst will be responsible for providing first-line support to end users, troubleshooting and resolving technical issues, and ensuring that service requests are handled efficiently and effectively. This role requires a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service.

Key Responsibilities

• First-line Technical Support: Provide prompt and courteous assistance to users for a wide range of IT issues, including hardware, software, and network problems.
• Incident Management: Log, track, and resolve support tickets in a timely manner, ensuring that incidents are escalated to higher-level support teams when necessary.
• Problem Resolution: Troubleshoot and diagnose issues with end-user devices (e.g., desktops, laptops, printers) and software applications. Resolve or escalate technical issues as appropriate.
• Service Requests: Handle routine service requests such as password resets, account unlocks, software installations, and permissions changes.
• Knowledge Base Management: Contribute to the development and maintenance of internal knowledge base articles to empower end users and improve operational efficiency.
• Customer Service: Provide excellent customer service to users by maintaining professionalism, patience, and clear communication.
• Documentation: Maintain accurate records of support requests, actions taken, and resolutions. Ensure proper documentation is provided for future reference.
• Training & Support: Assist with training new employees and provide ongoing education to users about best practices and new technologies.
• Collaboration: Work closely with other IT teams (e.g., network, infrastructure, and security teams) to resolve complex issues and support ongoing IT initiatives.
• IVR call Handling: Should be able to handle the IVR calls and provide on call resolution to end users as FCR

Qualifications:

• Education: Associate's degree in information technology, Computer Science, or related field. Alternatively, relevant certifications (ITIL Foundation) are desirable.
• Experience: 4-5 years of experience in an IT support or service desk role
• Should have written and oral experience and Arabic & English Language

Technical Skills:

• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and other commonly used software tools.
• Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Remedy).
• Knowledge of remote desktop support tools

Other Skills:

Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.

Problem Solving: Strong troubleshooting and analytical skills, with a methodical approach to diagnosing and resolving issues.

Customer Focus: A commitment to delivering excellent customer service with a positive, professional attitude.

Time Management: Ability to manage multiple tasks and prioritize issues based on urgency and business impact.

Working Conditions:

Work Hours: Should be able to work on rotational shifts including night shifts & weekends.

Mandatory Skills: TIS Service Desk .

Experience: 1-3 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Riyadh, Saudi Arabia

Job ID: Wipro-117354

Employment Type: OTHER

Posted: 2026-02-02T18:39:22