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Service Desk Expert with English

Wipro IT Services

8 0009 000 gross / mth.
  • Gdańsk

    Gdańsk, Pomeranian
  • offer expired 18 days ago
  • contract of employment
  • full-time
  • senior specialist (Senior), expert
  • home office work, hybrid work
  • More than one vacancy
  • remote recruitment

Your responsibilities

  • To provide L1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team

  • 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

  • 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 if ticket unresolved by L1/L1.5 (wherever applicable)

  • Ticket reassignment to PRG's if ticket unresolved by L1.5 (wherever applicable)

  • 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 TL/SME as applicable for outage confirmation

Our requirements

  • IT Service Desk experience, preferably 1st and 2nd line - min. 5-8 years

  • 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

  • Excellent 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.

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

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

  • Willingness to work in 9 X 5 support environment including working on Weekends and Holidays.

  • Benefits

  • private medical care

  • life insurance

  • fruits

  • retirement pension plan

  • coffee / tea

  • holiday funds

  • employee referral program

  • Multisport Card