Service Desk Analyst with Dutch(contract)

Job Description

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow and create a career path that makes us an organization of opportunities beyond boundaries. Beyond boundaries of region, age, gender, ability and routine. We invite you to be a part of this experience!

Location and Work Mode:

Work mode can be remote or hybrid from Gdansk - morning and regular shifts,

Type of Employment:

Contract

Role & Responsibilities:

• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows 7 & 10 operating system
• Troubleshooting experience using remote control tools
• Experience working with Service Now to log, track, close tickets
• Excellent customer handling skills.
• Providing Technical support to customers on phone or chats to solve their technical problems reported.
• Resolving network or computer issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Discussion with Top caller for feedback
• Ticket Audit of Dutch line to find out the improvement areas.
• Following up with clients to ensure the problem is resolved.
• Review of KB articles.
• Accountable for compliance of all Service Desk Policies, Processes and Procedures
• Accountable for the delivery of Service Desk process and procedure
• Accountable to ensure allocation of resources for the required delivery of Service Desk
• Monitors ACD queues, email and web ticket queues to manage and allocates staff resources to ensure End User Response with SLA Guidelines
• Provide statistical analysis of reported Service Desk Activity metrics and perform trend analysis of process and function activities to make recommendations for Continuous Improvement items.

Requirements:

• 1-3 years experience in a Service Desk / IT Support in a global organization.
• Swedish 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
• University degree or high school degre

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.