Service Desk Analyst with German or Spanish and Portuguese
at Wipro Limited
Gdańsk, pomorskie, Poland -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 17 Nov, 2024 | Not Specified | 17 Aug, 2024 | 2 year(s) or above | Outlook,Reasoning Skills,It Support,Customer Service Skills,Browsers,English,Active Directory | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
REQUIREMENTS:
- 0-2 years experience in a Service Desk / IT Support in a global organization.
- German on at least B2 level or Spanish and Portuguese 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.
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
- Creating a ticket in ITSM tool
- Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
- Ticket reassignment to PRG’s if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other PRG’s
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request
- 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)
REQUIREMENT SUMMARY
Min:2.0Max:7.0 year(s)
Outsourcing/Offshoring
IT - Hardware / Telecom / Technical Staff / Support
Customer Service
Graduate
Management
Proficient
1
Gdańsk, pomorskie, Poland