job
Polen, GdanskPolen, Gdansk

Wipro

Erstellungsdatum 31.01.2024

Service Desk Analyst with German and Turkish or Hungarian

Location and Work Mode: Role is based in Gdansk. Work mode can be Onsite or Hybrid or Remote

Type of Employment: We offer full time Contract of Employment (UoP)

Roles and Responsibilities:
  • Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Routes the enquiries to Resolver Groups as appropriate
  • Re-routes misdirected calls
  • Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
  • Provides status and updates on tickets to authorized users
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database


Mandatory Skill Requirements:
  • 0-2 years' experience in a Service Desk / Customer service in a global organization
  • Should have knowledge of customer services and managing phone calls/Chats with customers
  • Fluent in German and English and Turkish or Hungarian
  • Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers
  • Should agree to work in Shifts as per business requirements
  • Should have good logical reasoning skills, Customer Service skills
  • Should be a team player & work collaboratively with onsite and offshore team

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
  • Reword 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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