Job Title: Desktop Support Lead _ Hachioji
City: Hachioji
State/Province: Tokyo-to
Posting Start Date: 9/1/26
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.
Role Purpose
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.
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Areas of responsibility          Â
Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "
Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."
Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.
Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."
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Position Title: Field Support Team Lead
Work Location: • Utsugi, Hachioji, Tokyo
Roles & Responsibilities:
Candidate will: • Manage the team providing wide range of IT support in IT field support including, but not limited to, troubleshooting hardware, software and operating system issues, as well as printers, fax machines, telephony devices and peripherals. • Be point of escalations and will work to provide resolution for any incidents, requests, and other inquiries related to the operations the team is responsible and/or involved in. • Provide guidance, advise, and mentor the team members for maintaining quality output • Communicate with customer stakeholders at management to understand, assess, and take necessary actions to maintain the quality Field Support services. • Communicate with The team the candidate will manage does the following: • Provide hardware fix while adhering to the hardware warranty and organization’s security compliance requirements • Install and troubleshoot typical business software/applications like Adobe, internet browsers, Office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive) • Provide hands-and-feet support for network requirements including basic onsite activities around racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teams • Build and ship organization’s standard PC via PXE / USB ISO / Microsoft Configuration Manager • Take ownership of incidents and service requests (SRQs) raised by users in ticket management system • Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening • Review and maintain KB articles • Collaborate, mentor, and train L1 resources • Provide VIP support for deskside issues and requirements • Participate in MI calls • Contribute towards automation & service improvements
Required Skills: • Good oral and written communication in Japanese at Native level and business English skill • 7+ years’ of strong experience providing IT Infrastructure field support in most or all key areas mentioned above • Strong team leading and people management skill • Excellent customer management skill • Self-driven, result oriented, and passionate about the work • Fundamental understanding of enterprise LAN/WAN setups, TCP/IP networking, DNS, DHCP, VPN, and RDP working principles • Good knowledge in configuring mail & troubleshooting of Mobile Device Management system (Airwatch / Xenmobile / MobileIron etc) • Understanding of data backups • Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.), • Knowledge and experience on Service requests, incident, problem management and change process
Mandatory Skills: Desktop Support .
Experience: 3-5 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.
