Gdansk Service Desk Analyst with Italian POL 80 309

Job Description

Work location: Gdansk

Cooperation model: Hybrid work mode

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Key Responsibilities:

• Provide end-user support through phone, chat, and self-service tickets (SSP).
• Act as the first point of contact for IT-related incidents and service requests.
• Log, categorize, prioritize, and track tickets in the ticketing system.
• Perform initial troubleshooting and resolve common technical issues.
• Escalate unresolved issues to appropriate teams while ensuring timely follow-up.
• Maintain high levels of customer satisfaction through clear and professional communication.
• Handle multiple interactions simultaneously (multitasking across channels).
• Adhere to defined SLAs and KPIs.
• Work in rotational shifts and week-offs as per business requirements.

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Required Skills & Qualifications:

• Italian language excellent communication skills (verbal and written).
• Prior experience in a Service Desk / Helpdesk / Technical Support role is preferred.
• Ability to multitask effectively in a fast-paced environment.
• Strong customer service orientation.
• Basic understanding of IT systems, applications, and troubleshooting.
• Comfortable using ticketing tools and remote support tools.
• Willingness to work in 24x7 rotational shifts and flexible schedules.

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What we offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay(part of annual compensation): Quarterly bonus based on company performance.
• Co-financing for glasses
• Access to internal and external learning platforms (i.e. Udemy, WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

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 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.