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Title:  Service Desk Analyst - L2

Requisition ID:  84840
City:  Gdansk
Country/Region:  PL
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

Work Mode: Hybrid or Remote

 

Hybrid Arrangement: 2 days in-office, 3 days work-from-home (WFH)

 

Office Location: [Gdansk]

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 Roles and Responsibilities

  • Fluent Dutch Speaker
  • As a Level 1 (L1) IT Service Desk Analyst, you will be the first point of contact for end-users seeking technical assistance.

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Your responsibilities include

  • Provide first-level technical support via phone, chat, or ticketing system
  • Log, categorize, and prioritize incidents and service requests in the ITSM platform
  • Troubleshoot and resolve common issues related to:
  • Windows OS and basic Mac troubleshooting
  • Microsoft 365 applications (Outlook, Teams, Excel, etc.)
  • VPN, remote access, and password resets
  • Printers, network connectivity, and basic hardware issues
  • Escalate unresolved issues to Level 2 support teams as necessary
  • Follow up with users to ensure issues are resolved to their satisfaction
  • Maintain clear, detailed records of user interactions and issue resolutions
  • Adhere to SLA timelines and provide excellent customer service

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Requirements

  • 1+ years of experience in a technical support or service desk role
  • Strong knowledge of Windows 10/11, Microsoft Office 365, and common desktop applications
  • Familiarity with Active Directory, ticketing systems (preferred ServiceNow), and remote desktop tools
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and a customer-first attitude
  • Ability to manage multiple tasks and prioritize effectively
  • Flexibility to work in a hybrid or remote environment

ITIL Foundation certification (preferred but not required)

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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)
  • 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
Mandatory Skills: TIS Service Desk .

 

Experience: 1-3 Years .

 

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.

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