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Service Desk Analyst with Dutch

Wipro IT Services

  • Gdańsk

    Gdańsk, Pomeranian
  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • full office work
  • Immediate employment
  • remote recruitment
  • Робота для іноземців
    без польської

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)

  • 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

Our requirements

  • 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

  • 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 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.

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