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Service Desk Analyst with Spanish and Portuguese
WIPRO IT SERVICES POLAND Sp. z o.o.Warszawa, Masovian, Poland29 dni temu
Opis pracyResponsible 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 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. 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 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
technologies-expected :
- Active Directory
responsibilities :
requirements-expected :
offered :
benefits :
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Service Desk Analyst • Warszawa, Masovian, Poland