Service Desk Analyst with Dutch

Job Title: Service Desk Analyst with Dutch

Req Id: 102854

City: Bucharest

State/Province: Bucharest

Posting Start Date: 10/13/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Wipro is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 240,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

͏

Required:

- Fluent communication (written & oral) in Dutch and English, quick learner, self-initiated, team player, open to work in shifts;

- Good Experience with using and troubleshooting Outlook

- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;

- Experience of using call logging software;

- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;

- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;

- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;

- Basic understanding of PC hardware set-up and configuration.

Preferred, but not mandatory:

- Previous Helpdesk (Voice Support) experience;

- MCP/MCSE/CCNA certification

͏

Responsibilities:

- Providing tеchnicаl support; аnswеring support quеries viа Web, emаil, Chаt and phone;

- Maintaining a high degree of customer sеrvice for аll support quеriеs and adhеre to аll service management principles;

- Identifying the issue and categorizing / prioritize the incident;

- 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 reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable);

- Routing / chasing of tickets with other PRG's;

- Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;

- Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;

- Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;

- Call-back the user and confirm resolution (where ever applicable);

- Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;

- Ability to prepare the MIS Reports;

- Experience in handling Client Escalations and Client interfacing;

- Drive Quality Initiatives and process excellence;

- Responsible to meet their objectives defined by the project;

- Being compliant to all process and procedures;

- Time and Leave Management.

Long Description

• Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment
• Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
• Child Birth Allowanc
• Sport events sponsorship for employee
• Complex Record & recognition scheme (both non-monetary and monetary options)
• Monthly subscription @ Bookster - the first modern library for companies in Romania
• Employee Referral Program with attractive incentive schemes
• Extra annual leave days depending on the total length of working experience at Wipr
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certification
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.