Bilingual Service Desk Analyst – French & German

Wipro; Województwo mazowieckie; Hybride; PLN 80 000 - 120 000; Plein temps

Avantages offerts par ce poste

Multisport card

Luxmed

Generali insurance

Pension fund

Résumé du poste

Wipro IT Services Poland in Warsaw is seeking a proactive IT Support Specialist to provide first and second-level support for clients via email, chat, and calls, and to diagnose and resolve hardware, software, and network issues. You will log and manage tickets, ensure SLAs, document resolutions, and guide end-users on best practices.

Fluent French and German at B2 level and English at B2 are required; hybrid work arrangement offered.

Qualifications

• Min. 3 years of experience in a service desk or technical support role.
• French and German on at least B2 level.
• English on at least B2 level.
• Strong troubleshooting skills in Windows, macOS, and Linux environments.
• Familiarity with ITIL framework and ITSM tools.

Responsabilités

• Provide first and second-level IT support for multiple customers via mail, chat and calls.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as needed.
• Log, track, and manage tickets in the IT Service Management (ITSM) tool.
• Ensure SLAs and response times are met for incident resolution and service requests.
• Maintain accurate documentation of issues and resolutions.
• Act as the first point of contact for end-users via phone, email, or chat.
• Provide clear and professional communication to users regarding issue status and resolution.
• Educate customers on best practices and self-service solutions where applicable.
• Support IT infrastructure, applications, and enterprise systems.
• Perform user account management (Active Directory, email, access controls).
• Assist in software installations, updates, and security patches.
• Identify recurring issues and suggest improvements to reduce incidents.
• Contribute to knowledge base articles and troubleshooting guides.
• Support IT policies, compliance, and security best practices.

Connaissances

Troubleshooting

Windows

macOS

Linux

Networking

Active Directory

Office 365

Remote Desktop

ITIL ITSM

Communication

Outils

ServiceNow

Jira

Remedy

Description du poste

Wipro IT Services Poland in Warsaw is seeking a proactive IT Support Specialist to provide first and second-level support for clients via email, chat, and calls, and to diagnose and resolve hardware, software, and network issues. You will log and manage tickets, ensure SLAs, document resolutions, and guide end-users on best practices.

Fluent French and German at B2 level and English at B2 are required; hybrid work arrangement offered.