Service Desk Analyst with German

3 tygodni temu


Gdańsk, Pomerania, Polska Wipro IT Services Pełny etat
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 and creating a ticket in ITSM tool and Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite and Ability to work effectively in a dispersed team and individually
- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable) and ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other PRG's and recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request and 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)

requirements-expected :

- 6 months-2 years' experience in a Service Desk / IT Support in a global organization.
- German 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 competence
- 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.

offered :

- 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
- holiday funds
- employee referral program
- Multisport Card
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