Service Desk Specialist with Swedish

With 900+ employees in Poland supporting over 45 clients, WIPRO IT SERVICES POLAND Sp. z o.o. leverages a holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.

• 0-2 years experience in a Service Desk / IT Support in a global organization
• Swedish on at least B2+ level
• English on at least B2 level
• Knowledge of customer services and managing phone calls/chats with customers with min B2 and above language competency
• Basic knowledge of Active Directory, Outlook, Windows 10, 11, computer hardware & browsers
• Should agree to work in shifts as per business requirement
• Good logical reasoning skills
• Customer service skills
• Should be a team player and work collaboratively with onsite and offshore team
• 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
• Excellent customer handling skills
• Providing technical support to customers on phone or chats to solve their technical problems reported
• Resolving network or computer issues
• Installing and configuring hardware and software
• Speaking to customers to quickly get to the root of their problem
• Discussion with Top caller for feedback
• Ticket Audit of Swedish line to find out the improvement areas
• Following up with clients to ensure the problem is resolved
• Review of KB articles
• Accountable for compliance of all Service Desk Policies, Processes and Procedures
• Accountable for the delivery of Service Desk process and procedure
• Accountable to ensure allocation of resources for the required delivery of Service Desk
• Monitors ACD queues, email and web ticket queues to manage and allocates staff resources to ensure End User Response with SLA Guidelines
• Provide statistical analysis of reported Service Desk Activity metrics and perform trend analysis of process and function activities to make recommendations for Continuous Improvement items