Service Desk Specialist with Swedish

WIPRO IT SERVICES POLAND Sp. z o.o. employs over 900 people in Poland supporting more than 45 clients. The company offers consulting, design, engineering, operations, and emerging technologies services to help clients build future-ready, sustainable businesses.

• 0-2 years experience in Service Desk or IT Support in a global organization
• Swedish language proficiency at least B2+
• English language proficiency at least B2
• Knowledge of customer service and managing phone calls/chats with customers
• Basic knowledge of Active Directory, Outlook, Windows 10 and 11, computer hardware, and browsers
• Willingness to work in shifts as per business requirements
• Good logical reasoning and customer service skills
• Team player able to work collaboratively with onsite and offshore teams
• University degree or high school degree

• Excellent troubleshooting skills (O365, VPN, Skype, Printer, Active Directory, MS-Office etc.)
• Understanding of Windows 7 & 10 operating system
• Troubleshooting experience using remote control tools
• Experience working with ServiceNow to log, track, close tickets
• Providing technical support to customers via phone or chat
• Resolving network or computer issues
• Installing and configuring hardware and software
• Communicating with customers to identify root problems
• Discussion with Top caller for feedback
• Ticket audit of Swedish line to identify improvement areas
• Following up with clients to ensure problem resolution
• Reviewing knowledge base articles
• Ensuring compliance with all Service Desk policies, processes, and procedures
• Delivering Service Desk processes and procedures
• Allocating resources for Service Desk delivery
• Monitoring ACD queues, email, and web ticket queues to manage staff resources and meet SLA guidelines
• Providing statistical analysis of Service Desk activity and trend analysis for continuous improvement

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