Service Desk Analyst with Spanish or Portuguese or French

3 tygodni temu

Gdańsk, Pomerania, Polska Wipro Technologies Pełny etat

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Work with usTitle: Service Desk Analyst with Spanish or Portuguese or French

Requisition ID: 51961

Country/Region: PL

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Service Desk Engineer (Shared Services Support)

We are seeking a skilled Service Desk Engineer to provide technical support to multiple customers in a shared services environment. The role involves troubleshooting IT issues, managing service requests, and ensuring efficient resolution of incidents while maintaining a high level of customer satisfaction. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to prioritize tasks effectively in a fast-paced environment.

Work Environment:

  • Shift-based work, including weekends or after-hours support as required.
  • Remote or hybrid work model depending on business needs. Hybrid – from Gdańsk, 2 days from home and 3 days from the office.
  • Shared Services Support*
Key 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.

Qualifications & Skills:

  • 6 months - 2 years of experience in a service desk or technical support role.
  • French, Spanish or Portuguese on at least B2 level - mandatory
  • English on at least B2 level - mandatory
  • Polish will be a plus
  • 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.

**As a shared Service Desk team member, you will be tasked with supporting more than one customer at a certain point of time depending on the requirement, while maintaining the industry-wide accepted standard productivity of approx. 450 contacts handled per month.

What we offer:
  • 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

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.

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