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SZUKAJ
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Service Desk Analyst with Dutch
Warsaw
Nazwa pozycji
Service Desk Analyst with Dutch
Lokalizacja
Warszawa
, Warsaw, Masovian Voivodeship, Polska
Firma
WIPRO IT SERVICES POLAND Sp. z o.o.
Dodano
16. 3. 2025
Informacje o stanowisku
about-project :
Location and Work Mode:
Gdańsk, Warsaw
Hybrid type of work. 3 days in the office and 2 days from home.
responsibilities :
Provide technical support, answering support queries via phone, email, chat, and web in French and English.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Support both calls and chats within standard working hours and meet required SLA of speed to answer and abandoned.
Take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity.
Log and verify customer details as per the process followed for each customer.
Identify the issue and categorize/prioritize the incident.
Create a ticket in ITSM tool and refer to KB for workaround/resolution and attempt resolution.
Reassign tickets to other line of support if unresolved.
Route and chase tickets if necessary.
Record trend of calls and identify outages proactively.
Perform callbacks for customer not reachable cases and customer requests.
Identify the trend of calls/tickets and highlight it to the leader as applicable for outage confirmation.
requirements-expected :
Experience in IT support in a global organization.
B2 proficiency in Dutch.
B2 proficiency English.
1+ experience in Service Desk or similar role.
Knowledge of customer services and managing phone calls/chats with customers.
Strong interpersonal skills are a prerequisite.
offered :
Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria).
Premium medical services for employees and family members (Luxmed).
Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund.
Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
Integration and cultural events for employees.
Reward and recognition programs for high performers.
Employee Referral bonuses.
Relocation assistance: accommodation, travel, and other covered expenses.
Friendly and inclusive company culture.
benefits :
sharing the costs of sports activities
private medical care
life insurance
flexible working time
fruits
Praca Warszawa
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