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Job Title: SERVICE DESK ANALYST L3
City: Mississauga
State/Province: Ontario
Posting Start Date: 7/9/26
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
Role Objective
Provide Level 2/3 end-user support and ensure the availability, performance, and security of workplace technology. Support endpoint management, collaboration platforms, identity services, and end-user computing environments while delivering high customer satisfaction.
Key Responsibilities
Provide L2/L3 support for end-user devices, operating systems, collaboration tools, and business applications.
Manage and support Windows 10/11, macOS, Microsoft Intune, SCCM, Autopilot, mobile devices, and peripherals.
Support Apple MacBook devices and macOS including troubleshooting, configuration, deployment, upgrades, and optimization.
Manage macOS using Microsoft Intune, Apple Business Manager (ABM), Automated Device Enrollment (ADE), and MDM solutions.
Perform MacBook provisioning, enrollment, refresh, deployment, and decommissioning.
Troubleshoot OS issues, software installations, hardware incidents, application compatibility, VPN, MFA, Conditional Access, certificates, and SSO issues.
Deploy and manage enterprise applications for macOS.
Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Office applications.
Administer Active Directory and Microsoft Entra ID including user provisioning, authentication, and access management.
Manage endpoint patching, security updates, compliance, and lifecycle management.
Support onboarding, offboarding, software deployment, and asset management.
Collaborate with Infrastructure, Security, Network, and Application teams to resolve complex incidents.
Monitor endpoint health, performance, compliance, and security posture.
Maintain technical documentation, SOPs, and knowledge articles.
Participate in change management, technology refresh, patching, and project deployments.
Provide executive/VIP support and perform root cause analysis for recurring issues.
Ensure adherence to IT security, governance, and operational standards.
Required Skills
End User Computing (EUC) Support
Windows 10/11 & Apple macOS Administration
MacBook Pro / Air Support
Microsoft Intune, SCCM, Autopilot
Apple Business Manager (ABM), ADE, MDM
Microsoft 365 Administration
Microsoft Entra ID (Azure AD) & Active Directory
Conditional Access, MFA, VPN & SSO
macOS Security, Compliance, Patching & Upgrades
Endpoint Security & Device Lifecycle Management
ServiceNow or ITSM Tools
Incident, Problem & Change Management
Technical Documentation
Troubleshooting & Root Cause Analysis
Stakeholder and Customer Management
Preferred Skills
Bash/Shell Scripting
Jamf Pro, Kandji, Workspace ONE, or similar tools
Automation and Process Improvement
Experience
7+ years in End User Computing, Desktop Engineering, IT Support, or Workplace Technology roles.
Strong experience supporting Windows and macOS environments.
Hands-on experience with Intune, ABM, ADE, MDM, Microsoft 365, Entra ID, and endpoint security.
Proven experience deploying, securing, troubleshooting, and managing MacBook devices in enterprise environments.
ITIL-based service delivery experience required.
Aviation industry experience is an advantage.
Preferred Qualifications
Apple Certified Support Professional (ACSP) or equivalent.
Experience managing enterprise Mac fleets.
Knowledge of Zero-Touch Deployment, Apple ecosystem integrations, CIS macOS benchmarks, and endpoint hardening.
Mandatory Skills: Desktop Support .
Experience: 3-5 Years .
The expected compensation for this role ranges from CAD 57000 to CAD 90000 .
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.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
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