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IT Help Desk Analyst with Bilingual Proficiency

1 tydzień temu

Gdańsk, Pomerania, Polska Wipro Technologies Pełny etat

Job Overview:

The Wipro Technologies Support Team is looking for a highly skilled IT Help Desk Analyst to provide technical assistance to multiple customers in a shared services environment. This is a unique opportunity to work with a diverse range of customers while developing your technical skills and expertise.

Key Responsibilities:

  • Deliver first and second-level IT support to multiple customers through various communication channels.
  • Analyze and resolve technical issues related to hardware, software, and networks.
  • Elevate complex problems to higher-level support teams when necessary.
  • Manage and track tickets using our IT Service Management tool.
  • Document all issues and resolutions accurately.
  • 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 when applicable.
  • Support IT infrastructure, applications, and enterprise systems.
  • Manage user accounts (Active Directory, email, access controls).
  • Assist with software installations, updates, and security patches.
  • Identify recurring issues and propose improvements to reduce incidents.
  • Contribute to knowledge base articles and troubleshooting guides.
  • Support IT policies, compliance, and security best practices.

Requirements:

  • A minimum of 6 months - 2 years of experience in a service desk or technical support role.
  • Fluency in German language at least B2 level.
  • Strong English language skills at least B2 level.
  • Knowledge of Windows, macOS, and Linux environments.
  • Familiarity with 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.
  • Customer-centric approach and analytical mindset.