Service Desk Analyst with Czech and Slovak

1 dzień temu


Gdańsk, Pomerania, Polska Wipro IT Services Pełny etat

responsibilities : Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure Call/Chat/Self-service/Email handling during the assigned period and adhere to break schedules and use the appropriate Aux as applicable Ticket re-assignment to PRG's (Problem Resolver Group) if ticket unresolved by L2 Routing / Chasing of tickets with other PRG's Major incident management as per internal policies Prepare incident MIS (Major Incident) as per requirements Perform proactive Queue Management at the process level Creating a Problem ticket based on the trend of calls / ticket Sharing the ticket number with the team and routing the problem ticket to the appropriate PRG Recording outage / bulletin message in the internal tools Updating the outage / bulletin message in the internal tools based on the status update received by the PRG Tracking resolution and updating KB Callback the user and confirm resolution (where ever applicable) Proactive Queue Management Offering support to the other team members when dealing with difficult case requirements-expected : 0-2 years' experience in a Service Desk / IT Support in a global organization. Czech and Slovak 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 have good logical reasoning skills, Customer Service skills. Should be a team player & work collaboratively with onsite and offshore team. offered : Excellent career development opportunities, working in challenging projects and using some of the best technologies. An international and multicultural working environment, in a prestigious and growing company. Being part of a young, dynamic, and motivated team. Continuous and self-paced learning opportunities to enhance your professional and soft skills. Competitive compensation package, including performance and holiday bonuses. Strong flexible benefits package that you can tailor to your own needs. Premium insurance to medical services. Relocation package. Flexible work time. 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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