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Service Desk Team Lead

Wipro IT Services

  • Gdańsk

    Gdańsk, Pomeranian
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • hybrid work
  • Immediate employment
  • More than one vacancy
    vacancies: 5
  • 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

  • Monitors open tickets for service level breaches

  • Identifies potentially major problems

  • Uses established procedures, guidelines, and standards

  • Responds to changing business needs by recommending new ways to handle new issues

  • Monitors the direction of appropriate incident tracking processes to be followed by team

  • Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

  • Conducts leave and resource management for each queue

  • Handles escalated calls

  • Implements SIP and CIP

  • Conducts quality audits, coaches, and mentors the team members

  • Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

  • Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads

Our requirements

  • IT Service Desk experience 3-5yrs

  • 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.

  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts

  • Excellent time management skills and ability to work under pressure

  • Continuous commitment to professional development

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

The Service Desk Team Lead leads a team of Service Desk Agents. He / She should maintain Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

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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