Service Desk Analyst with German and Polish
4 tygodni temu
Service Desk Analyst with German and Polish Miejsce pracy: Gdańsk Technologies we use Operating system Windows
Your responsibilities To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
Logging / verifying customer details as per the process followed for each customer.
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in ITSM tool
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 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRG's
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 L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)
Our requirements 0-2 years experience in a Service Desk / IT Support in a global organization.
German on at least B2 level
Polish – native
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.
What we offer 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 family members- 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
Benefits private medical care
life insurance
fruits
retirement pension plan
coffee / tea
extra social benefits
sharing the costs of private schools for kids
holiday funds
sharing the costs of holidays for kids
employee referral program
Multisport Card
*We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law
Wipro IT Services 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
DATA PRIVACY NOTICE Pursuant to the Article 13 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), hereinafter referred to as the “GDPR”, we inform You that Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw, hereinafter referred to as the "controller" or “Wipro”, will process your personal data and will be the controller of your personal data. You can contact Wipro by sending letter to the following address: Wipro IT Services Poland Sp. z o.o. Aleje Jerozolimskie 123a, 02-017 Warszawa, or by sending email: rmac.poland@wipro.com. Wipro will process your personal data in order to conduct the recruitment process based on Article 6 Section 1 letter a) of the GDPR and Article 9 Section 2 letter a) of the GDPR, i.e. based on your consent, and in the case of your extended consent, also for the purposes of future recruitment – in the scope of the data included in your CV and motivation letter, and Article 6 Section 1 letter f) of the GDPR, i.e. based on Wipro legitimate interest – in the scope of the data gathered during recruitment process. Wipro does have the justified interest in verification of your qualifications and information’s provided in documentation. You have the right to withdraw your consent at any time without affecting the lawfulness of the processing, which was made on the basis of consent before its withdrawal. Your data will be shared with other entities from Wipro group, entities which cooperates with Wipro in the scope of the recruitment, IT services, and in cases indicated in the provisions of law, for reference to the authorities in connection with their proceedings. Wipro might transfer your personal data to entities from Wipro group located outside of EEA, however each time your data will be properly protected and secured, and basis of such transfer will be the agreement on processing the data based on the standard clauses approved by European Commission. You have the right to receive a copy of such personal data from Wipro. Your personal data will be stored for a period not longer than the duration of the current recruitment procedure, however not longer than within 6 months upon the end of the current recruitment process, and in the case of your consent to the processing of data for the purposes of future recruitment - for a period not longer than 5 years. You can submit to Wipro an application regarding personal data about: (i) rectification / correction of personal data; (ii) deletion of data; (iii) limiting the processing of personal data, i.e. suspending operations on personal data or not deleting data - according to the submitted application; (iv) access to personal data; (v) transfer of data to another personal data controller. You can object at any time to the processing of personal data based on art. 6 Sec. 1 letter f) of the GDPR. Wipro will then no longer process such personal data unless it demonstrates the existence of valid legally established grounds for processing that override the interests, rights and freedoms of the data subject, or the grounds for determining, investigating or defending claims. To use the above rights, you can contact Wipro directly. You have the right to file a complaint to the respective Data Protection Authority if you believe that the processing of personal data violates the law. Providing personal data by you is voluntary and is not a statutory requirement, nevertheless necessary to achieve the above objectives, and the consequence of refusing to provide them is the lack of opportunities to participate in recruitment. Your personal data will not be subject to automated decision-making processes by Wipro, including profiling. IMPORTANT Please add the following statements to your CV/application: I got acquainted with the Data Privacy Notice included in the job advertisement and I had received the information about the right to withdraw my consent. I agree on processing of my personal data included in my job offer (CV, motivation letter) by Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw and companies from Wipro capital group for the recruitment processes purposes. And if you agree to a longer data processing, i.e. up to 5 years from the date of application, please also add a statement: I agree on processing of my personal data included in my job offer (CV, motivation letter) by Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw and companies from Wipro capital group for the recruitment processes purposes carried out in the future, but no longer than for 5 years from the date of my application.
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