Job Description
Job Title:  Junior Service Desk Analyst with Spanish for Night support
Req Id:  101479
City:  Gdansk
State/Province:  pomorskie
Posting Start Date:  10/13/25
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: 

Job Description

Role Purpose

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

Location: Gdansk 

Working mode: Hybrid

Working hours: Night shifts - 11PM - 7AM, including weekends 

Contract type: Full time CoE

Mandatory Language: Native-level proficiency in Spanish (Latin America). Additional language proficiency (Portuguese, German or Dutch) is highly desirable. 

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Roles and Responsibilities: 

· To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages Spanish, and English. 
· Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access. 
· To maintain a high degree of customer service for all support queries and adhere to all service management principles. 
· Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
· To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation. 
· Logging / verifying customer details as per the process followed for each customer. 
· Identifying the issue and categorizing / prioritize the incident 
· Creating a ticket in ITSM tool 
· Referring KB for workaround / resolution and attempting resolution 
· Strong interpersonal skills are a prerequisite. 
· Ability to work effectively in a dispersed team and individually. 
· Ticket re-assignment to L2 if ticket unresolved by L1 (wherever applicable) 
· Ticket reassignment to RG's if ticket unresolved by L1 (wherever applicable) 
· Routing / Chasing of tickets with other PRG's
· Recording trend of calls and identifying outages proactively 
· Callbacks for customer not reachable cases & customer request 
· Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation 
· Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)

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Mandatory Skills/Experience

· 0-2 years’ experience in a Service Desk / IT Support in a global organization. 
· Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency 
· Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers. 
· Should agree to work in night Shifts as per business requirement. 
· Should have good logical reasoning skills, Customer Service skills. 
· Should be a team player & work collaboratively with onsite and offshore team. 
· Should agree to work with shared service desk.

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What we offer:

  • Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria
  • Premium insurance for medical services for employee and family members- Luxmed
  • Life & Disability Insurance for employees and family members- Generali
  • Profitable Voluntary Pension Fund
  • Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
  • Integration and cultural events for employees
  • Reward and recognition program for high performers
  • Employee Referral bonuses
  • Relocation assistance - Accommodation, travel and other expenses covered
  • Friendly and chill atmosphere and company culture
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Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.
Mandatory Skills: TIS Service Desk .

 

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.
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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.