Service Desk Analyst with Czech and Slovak

at  Wipro Limited

JOB DESCRIPTION

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!
Location and Work Mode: Hybrid working in Gdansk preferred, can be remote. Working hours 8am-6pm - including 1h break.
Type of Employment: We offer full time Contract of Employment (UoP).

REQUIREMENTS:

• 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 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.

• 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