Service Desk Analyst with English and German

1 tydzień temu


Wrocław, Polska WIPRO IT SERVICES POLAND Sp. z o.o. Pełny etat
Service Desk Analyst with English and GermanMiejsce pracy: WrocławTechnologies we useOptional
  • Cisco
Operating system
  • Windows
Your 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.
Our requirements
  • 6 months - 2 years of experience in a service desk or technical support role.
  • Dutch 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)
Optional
  • French, Dutch, Polish or Spanish is nice to have as an additional language.
  • IT certifications (CompTIA A+, ITIL Foundation, Microsoft, Cisco).
  • Experience working in a managed services or shared services environment.
  • Familiarity with automation tools and scripting (PowerShell, Bash).
Benefits
  • sharing the costs of sports activities
  • private medical care
  • life insurance
  • remote work opportunities
  • flexible working time
  • fruits
  • retirement pension plan
  • no dress code
  • coffee / tea
  • holiday funds
  • redeployment package
  • employee referral program
  • Multisport Card

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