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Pracodawca zakończył zbieranie zgłoszeń na tę ofertę

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Specjalista Wsparcia IT

Wipro IT Services

  • Gdańsk

    Gdańsk, Pomeranian
  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), junior specialist (Junior)
  • hybrid 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

  • 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

  • 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

  • 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)

Our requirements

  • Proficient in English and Polish (Read + Write + Speak)

  • 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

  • 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.

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

  • Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.

  • Excellent time management skills and ability to work under pressure

  • 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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