Perfect candidate

• Languages skills: fluent in Polish and English (min.B2)

• IT Service Desk experience 0-3yrs

• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

• Understanding of Windows 7 & 10 operating system

• Assisting with configuring/troubleshooting of Software and Hardware

• Experience working with ServiceNow to log, track, close tickets

• Experience in resolving IT issues via phone/email/chat

• Excellent telephone etiquettes and customer service

• Excellent troubleshooting skills

• Knowledge of Microsoft based operating systems with emphasis on Windows X

• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)

• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

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

• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts

• Willingness to work in 10x5 support environment including working on Weekends and Holidays.

• Excellent time management skills and ability to work under pressure

• Continuous commitment to professional development

Responsibilities

The Service Desk Analyst will be responsible for Service ticket creation / assignment / Categorization / prioritization / escalation / tracking / closure and feedback as per defined SLA in the SOW meeting FCR.

The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.

• 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

• Ability to work effectively in a dispersed team and individually.

• 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

The hiring company

This job is for our client, a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their 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, they have a dedicated workforce of overserving clients across six continents.

Find out more about them: https://www.wipro.com/