Service Desk Analyst with French Canadian

Your responsibilities, To provide 1st line technical support, answering support queries via phone, email, Chat and Web, To maintain a high degree of customer service for all support queries and adhere to all service management principles., 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 CRM tool like ServiceNow, 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/L1.5 if ticket unresolved by L1 (wherever applicable), Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable), Routing / Chasing of tickets with other Resolver groups, 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 L1.5 / Team Lead as applicable for outage confirmation, Creating child tickets and tagging them with problem ticket, Callback the user and confirm resolution (wherever applicable), Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW, Handling issues using Remote tools., Makes recommendations for updates to the KB database

1-3 year of experience in a service desk or technical support role, French on at least C1 level, English on at least B2 level, Strong troubleshooting skills in Windows, macOS, and Linux environments., Knowledge of 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., Strong customer service orientation and problem-solving mindset., Ability to work independently and manage multiple priorities.

This is how we work, in house

Development opportunities we offer, external training, industry-specific e-learning platforms, intracompany training, mentoring, soft skills training, substantive support from technological leaders

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

Benefits, sharing the costs of sports activities, private medical care, sharing the costs of professional training & courses, life insurance

Recruitment stages, Language assessment , Technical Interview, HR Interview

additional-module

Equal Opportunity Employer:, Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

additional-module

Internal Reporting and Whistleblower Protection:, Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

This is how we work,

About the project

Role Purpose

The purpose of this role is to be the first point of contact for users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Location: Gdansk

Working mode: Hybrid

Work Environment: Working hours: 24/7

Contract type: Full time CoE

Mandatory Language: Dutch

Your responsibilities

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• 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 CRM tool like ServiceNow
• 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/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• 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 L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database

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

Recruitment stages

• Language assessment
• Technical Interview
• HR Interview

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

additional-module

Equal Opportunity Employer:, Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

additional-module

Internal Reporting and Whistleblower Protection:, Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

About the project

Role Purpose

The purpose of this role is to be the first point of contact for users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Location: Gdansk

Working mode: Hybrid

Work Environment: Working hours: 24/7

Contract type: Full time CoE

Mandatory Language: Dutch

Your responsibilities

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• 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 CRM tool like ServiceNow
• 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/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• 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 L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database

Recruitment stages

• Language assessment
• Technical Interview
• HR Interview

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

Benefits, sharing the costs of sports activities, private medical care, sharing the costs of professional training & courses, life insurance

Recruitment stages, Language assessment , Technical Interview, HR Interview

additional-module

Equal Opportunity Employer:, Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

additional-module

Internal Reporting and Whistleblower Protection:, Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

This is how we work,

About the project

Role Purpose

The purpose of this role is to be the first point of contact for users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Location: Gdansk

Working mode: Hybrid

Work Environment: Working hours: 24/7

Contract type: Full time CoE

Mandatory Language: Dutch

Your responsibilities

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• 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 CRM tool like ServiceNow
• 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/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• 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 L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database

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

Recruitment stages

• Language assessment
• Technical Interview
• HR Interview

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.