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Service Desk Analyst with Spanish and Portuguese

WIPRO IT SERVICES POLAND Sp. z o.o.Gdańsk, Pomeranian, Poland

25 days ago

Job description

technologies-expected :

Active Directory

responsibilities :

Responsible for Service ticket creation / assignment / categorization / prioritization / escalation / tracking / closure

Call / Chat / Self-service / Email handling during the assigned period and adhere to break schedules and use the appropriate Aux as applicable

Ticket re-assignment to PRG's (Problem Resolver Group) if ticket unresolved by L2

Routing / Chasing of tickets with other PRG's

Major incident management as per internal policies

Prepare incident MIS (Major Incident) as per requirements

Perform proactive Queue Management at the process level

Creating a Problem ticket based on the trend of calls / ticket

Sharing the ticket number with the team and routing the problem ticket to the appropriate PRG

Recording outage / bulletin message in the internal tools

Updating the outage / bulletin message in the internal tools based on the status update received by the PRG

Tracking resolution and updating KB

Callback the user and confirm resolution (wherever applicable)

Proactive Queue Management

Offering support to the other team members when dealing with difficult case

requirements-expected :

0-2 years’ experience in a Service Desk / IT Support in a global organization.

Spanish and Portuguese on at least B2 level

English on at least B2+ level

Should have knowledge of customer services and managing phone calls / Chats with customers with min B2 and above language competency

Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.

Should agree to work in Shifts as per business requirement.

Should have good logical reasoning skills, Customer Service skills.

Should be a team player & work collaboratively with onsite and offshore team.

offered :

Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria

Premium insurance for medical services for employee and familiar member - Luxmed

Life & Disability Insurance for employees and family members- Generali

Profitable Voluntary Pension Fund

Social Funds benefits : holiday bonuses, allowance for kindergartens, etc.

Integration and cultural events for employees

Reward and recognition program for high performers

Employee Referral bonuses

Relocation assistance - Accommodation, travel and other expenses covered

Friendly and chill atmosphere and company culture

benefits :

sharing the costs of sports activities

private medical care

life insurance

integration events

no dress code

coffee / tea

drinks

sharing the costs of tourist services

sharing the costs of private schools for kids

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Service Desk Analyst • Gdańsk, Pomeranian, Poland

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