Service Desk Analyst with Spanish and Polish

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role:

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

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Working hours: Shifts will be planned Monday till Friday between 9am - 7pm

Working mode: Hybrid - from Gdańsk, Poland.

Key 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.
  
  Qualifications & Skills:
• 2-5 years of experience in a service desk or technical support role.
• Spanish on at least B2 level
• English and Polish on at least B2 level
• Strong 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.

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 (Luxmed)
• Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund
• Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
• Integration and cultural events for employees
• Reward and recognition programs for high performers
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Friendly and inclusive company culture

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Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.