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Service Desk Analyst with French Canadian

Service Desk Analyst with French Canadian

WIPRO IT SERVICES POLAND Sp. z o.o.Gdańsk, Pomeranian, Poland
24 dni temu
Opis pracy

about-project :

  • Work Environment :
  • Working hours : Monday till Friday 7.00 am – 5.00 pm - including 1h break
  • Remote or Hybrid – from Gdańsk, 2 days from home and 3 days from the office or remote.

responsibilities :

  • Provide first and second-level IT support for multiple customers via mail, chat and calls.
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues.
  • Escalate complex issues to higher-level support teams as needed.
  • Log, track, and manage tickets in the IT Service Management (ITSM) tool.
  • Ensure SLAs and response times are met for incident resolution and service requests.
  • Maintain accurate documentation of issues and resolutions.
  • Act as the first point of contact for end-users via phone, email, or chat.
  • Provide clear and professional communication to users regarding issue status and resolution.
  • Educate customers on best practices and self-service solutions where applicable.
  • Support IT infrastructure, applications, and enterprise systems.
  • Perform user account management (Active Directory, email, access controls).
  • Assist in software installations, updates, and security patches.
  • Identify recurring issues and suggest improvements to reduce incidents.
  • Contribute to knowledge base articles and troubleshooting guides.
  • Support IT policies, compliance, and security best practices.

    • requirements-expected :

  • 6 months - 2 years of experience in a service desk or technical support role.
  • French Canadian on at least B2 level
  • English on at least B2 level
  • Strong troubleshooting skills in Windows, macOS, and Linux environments.
  • Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP / IP).
  • Experience with Active Directory, Office 365, and remote desktop tools.
  • Familiarity with ITIL framework and ITSM tools (e.g., ServiceNow, Jira, Remedy).
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and problem-solving mindset.
  • Ability to work independently and manage multiple priorities.

    • offered :

  • Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
  • Premium medical services for employees and family members (Luxmed)
  • Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund
  • Social Fund benefits : holiday bonuses, kindergarten allowances, etc.
  • Integration and cultural events for employees
  • Reward and recognition programs for high performers
  • Employee Referral bonuses
  • Relocation assistance : accommodation, travel, and other covered expenses
  • Friendly and inclusive company culture

    • benefits :

  • sharing the costs of sports activities
  • private medical care
  • life insurance
  • remote work opportunities
  • fruits
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    Service Desk Analyst • Gdańsk, Pomeranian, Poland