Service Desk Analyst with Technical Expertise

2 tygodni temu


Gdańsk, Pomerania, Polska Wipro Technologies Pełny etat

About the Role

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The Wipro IT Support Specialist Role involves providing technical support to our customers, diagnosing and resolving complex technical issues, and escalating issues when necessary. As a key member of our team, you will be responsible for ensuring timely resolution of customer complaints and maintaining accurate documentation of issues and resolutions.

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About Our Organization

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Wipro Limited is a global information technology consulting and outsourcing company that provides a comprehensive range of services and solutions to its clients. With a presence in over 65 countries and a workforce of over 230,000 employees, we help our clients achieve their digital transformation goals.

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Responsibilities

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  • Provide first and second-level technical support to customers via phone, email, and chat.">
  • Diagnostics, troubleshooting, and resolving 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 tool.">
  • Maintain accurate documentation of issues and resolutions.">
  • Act as the primary point of contact for end-users via phone, email, or chat.">
  • Communicate clearly and professionally with users regarding issue status and resolution.">
  • Educate customers on best practices and self-service solutions where applicable.">
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Requirements

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  • At least 6 months to 2 years of experience in a service desk or technical support role.">
  • German language skills at a minimum B2 level.">
  • English language skills at a minimum B2 level.">
  • Strong troubleshooting skills in Windows, macOS, and Linux environments.">
  • Knowledge of networking fundamentals, including DNS, DHCP, VPN, and TCP/IP.">
  • Experience with Active Directory, Office 365, and remote desktop tools.">
  • Familiarity with ITIL framework and ITSM tools such as ServiceNow, Jira, or Remedy.">
  • Excellent verbal and written communication skills.">
  • Strong customer service orientation and problem-solving mindset.">


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