Job Description

Work Environment:

• Working hours: 24/7

• Hybrid – from Gdańsk, 3 days from the office

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Key Responsibilities:

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To take ownership of user problems and be proactive when dealing with user issues.

• Logging / verifying customer details

• Identifying the issue and categorizing / prioritize the incident

• Creating a ticket in CRM tool like Service Now

• Referring KB for workaround / resolution and attempting resolution

• Strong interpersonal skills are a prerequisite.

• Ability to work effectively in a dispersed team and individually.

• 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

• Recording trend of calls and identifying outages proactively

• 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)

• Trouble shooting issues related to Outlook email / MS office suite / Web Ex /Jabber / Cisco Any Connect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW

• Handling issues using Remote tools.

• Makes recommendations for updates to the KB database

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Qualification & Skills:

• Basic level of understanding of service desk or technical support role.

• Fluency in French and English are mandatory.

• 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., Service Now, Jira, Remedy).

• Excellent verbal and written communication skills.

• Strong customer service orientation and problem-solving mindset.

• Ability to work independently and manage multiple priorities.

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What we offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via My Benefit 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

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Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.