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Service Desk Administrator with German

Wipro IT Services

  • West Pomeranian

    West Pomeranian
  • offer expired a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • Immediate employment
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Your responsibilities

  • To provide 1st line technical support, answering support queries via phone, email, Chat and Web

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • To take ownership of user problems and be proactive when dealing with user issues.

  • Logging / verifying customer details

  • Identifying the issue and categorizing / prioritize the incident

  • Creating a ticket in CRM tool like ServiceNow

  • Referring KB for workaround / resolution and attempting resolution

  • Strong interpersonal skills are a prerequisite.

  • Ability to work effectively in a dispersed team and individually.

  • Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)

  • Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

Our requirements

  • IT Service Desk experience 1-4 years

  • Knowledge of German and English is required (at least at B2 level – written and spoken)

  • Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

  • Understanding of Windows 7 & 10 operating system

  • Assisting with configuring/troubleshooting of Software and Hardware

  • Experience working with ServiceNow to log, track, close tickets

  • Experience in resolving IT issues via phone/email/chat

  • Excellent telephone etiquettes and customer service

  • Troubleshooting skills

  • Knowledge of Microsoft based operating systems with emphasis on Windows X

  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)

  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint, MS Teams.

  • Experience with using Remote Tools – Remote Assist, LogMeIn – Rescue

  • Basic understanding of PC hardware set-up and configuration.

  • Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

What we offer

  • Relocation package;

  • Excellent career development opportunities, working in challenging projects and using some of the best technologies;

  • An international and multicultural working environment, in a prestigious and growing company;

  • Being part of a young, dynamic, and motivated team;

  • Continuous and self-paced learning opportunities to enhance your professional and soft skills;

  • Competitive compensation package, including performance and holiday bonuses;

  • Strong flexible benefits package that you can tailor to your own needs;

  • Premium insurance to medical services;

  • Flexible work time;

  • Friendly and chill atmosphere and company culture.

Benefits

  • private medical care

  • life insurance

  • fruits

  • retirement pension plan

  • coffee / tea

  • holiday funds

  • employee referral program

  • Multisport Card

Wipro IT Services

Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

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