private medical care
Service Desk Analyst with Dutch
Wipro IT Services
- offer expired 2 months ago
- contract of employment
- specialist (Mid / Regular)
- full office work
- Immediate employment
- remote recruitment
- Робота для іноземцівбез польської
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)
Routing / Chasing of tickets with other Resolver groups
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (wherever applicable)
Trouble shooting issues related to G-Suite email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
Handling issues using Remote tools.
Makes recommendations for updates to the KB database
University degree or High school degree with education in the field of computer science.
Prior experience in tech support, desktop support, or a similar role.
0-3+ years of experience in IT support/Customer service role.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication.
Good Customer relationship management skills.
Language : Dutch.
What we offer
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.
retirement pension plan
coffee / tea
employee referral program
Wipro IT Services
Wipro Ltd. is a leading global information technology and consulting company, with over 220,000 dedicated employees serving clients across six continents. 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. Together, we discover ideas and connect the dots to build a better and a bold new future.