Service Desk Analyst with Dutch

About the project

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives.

Location: Gdansk or Warsaw

This is how we organize our work

This is how we work

• in house

Your responsibilities

• 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.

Our requirements

• 0-2 years of experience in a service desk or technical support role or understanding of service desk/support role
• Dutch on at least C1 level
• Troubleshooting skills in Windows, macOS, and Linux environments.
• Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP).
• Experience with Active Directory, Office 365, and remote desktop tools.
• Familiarity with ITIL framework and ITSM tools (e.g., ServiceNow, Jira, Remedy).
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving mindset.
• Ability to work independently and manage multiple priorities.

Optional

• IT certifications (CompTIA A+, ITIL Foundation, Microsoft, Cisco).
• Experience working in a managed services or shared services environment.
• Familiarity with automation tools and scripting (PowerShell, Bash).

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. 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

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance

Recruitment stages

• Language assessment
• Technical Interview
• HR Interview

WIPRO IT SERVICES POLAND Sp. z o.o.

With 900+ employees in Poland supporting over 45 clients, we leverage our 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. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

This is how we work