job
Polen, GdanskPolen, Gdansk

Wipro

Publicatie datum 17.03.2024

Service Desk Analyst- Dutch + German Speaker

Service Desk Administrator-Dutch+German Speaker
Work Location: Gdansk, Poland
Work Mode: Remote/Hybrid

The client is a global leader in Engineering Materials, with a focus on innovative and sustainable solutions that enable future-proof product designs. They support customers all the way from the development of new materials to application concept development, product design, material processing and part testing.

Role/Responsibilities/Skills Required
• Tech support L1 for Digital Workplace Shared Service Desk Operations
• To provide 1st line technical support; answering support queries via phone, email, Chat and Web
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in ITSM tool
• Referring KB for workaround / resolution and attempting resolution
• 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 (where ever applicable)

What we offer:
  • Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others - MyBenefit cafeteria
  • Premium insurance for medical services for employee and family members- Luxmed
  • Life & Disability Insurance for employees and family members- Generali
  • Profitable Voluntary Pension Fund
  • Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
  • Integration and cultural events for employees
  • Reward and recognition program for high performers
  • Employee Referral bonuses
  • Relocation assistance - Accommodation, travel and other expenses covered
  • Friendly and chill atmosphere and company culture


*We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law

TIS Service Desk

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