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Service Desk Analyst with Dutch
  • Warsaw
Service Desk Analyst with Dutch
Warszawa, Warsaw, Masovian Voivodeship, Polska
WIPRO IT SERVICES POLAND Sp. z o.o.
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
  • Warszawa - Oferty pracy w okolicznych lokalizacjach


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