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Service Desk Team Lead with Swedish

Wipro IT Services

  • Warszawa

    Warszawa, Masovian
  • offer expired 5 months ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • hybrid work
  • remote recruitment

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 meetings

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.

  • Fluent in both Swedish and English.

  • IT Service Desk experience of 3-5yrs

  • Attention to detail and good problem-solving skills.

  • Excellent interpersonal skills.

  • Excellent telephone etiquettes and customer service

  • Excellent troubleshooting skills

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

  • Understanding of Windows 7 & 10 operating system

  • Troubleshooting experience using remote control tools

  • Troubleshooting of Software and Hardware

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

  • 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.

  • 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

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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