Wipro Transforms Nokia’s IT Support with AI-Powered, Global Service Desk

Wipro Limited, a leading global technology services and consulting company, announced a significant partnership with Nokia (NYSE: NOK) on April 30, 2024. This partnership focuses on revamping Nokia’s employee service desk, aiming to deliver a seamless and real-time IT support experience for its global workforce.

Wipro will spearhead the development of a customised, cloud-based solution powered by Artificial Intelligence (AI). This solution caters to Nokia’s extensive employee base, encompassing around 86,700 users spread across 130 countries. Designed with user experience at the forefront, the solution will deliver the following key benefits:

• Enhanced Availability: Highly available services ensure consistent and reliable access to IT support, minimising downtime and maximising productivity.
• Modular Design: The modular approach allows for adaptability and scalability, enabling the system to evolve alongside Nokia’s growing needs.
• Robust Security: Security remains a top priority, with the solution incorporating robust safeguards to protect user data and system integrity.
• Automated Services: Automation will streamline routine tasks, freeing up IT support personnel to address more complex issues and provide personalised assistance.

User-Centric Approach

Designit, a Wipro subsidiary specialising in user experience design, will play a critical role in this project. Through user research, they will gather valuable insights to ensure the service desk caters to individual employee needs. This will enable the creation of a personalised support experience, anticipating and proactively addressing employee queries and technical challenges.

Empowering the Hybrid Workforce

The newly designed service desk will be an “always-on” and omni-channel platform accessible via various touchpoints. This caters to the dynamic demands of a hybrid work environment, empowering employees with the flexibility and security they need to navigate their work effectively, regardless of location.

Overall Impact

This collaboration between Wipro and Nokia represents a significant step forward in revolutionising IT support systems. With the power of AI and a user-centric approach, the new service desk has the potential to enhance the employee experience at Nokia significantly, fostering greater productivity and satisfaction within its global workforce.

“Generative AI is fast becoming a critical component of Digital Workplace services. We are proud to work with Nokia on building an IT support solution that will improve the employee experience. Our technology cloud-based expertise, combined with our design-led approach, will provide Nokia employees with highly personalised support, allowing them to better leverage technology and deliver better value to their customers,” said Vinay Firake, Sr. Vice President and Managing Director Nordics, Wipro Limited.

Disclaimer: This blog has been written exclusively for educational purposes. The securities mentioned are only examples and not recommendations. It is based on several secondary sources on the internet and is subject to changes. Please consult an expert before making related decisions.