Job Description

Role Purpose

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’s Service Desk objectives.

Location: Gdansk 

Working mode: Hybrid

Contract type: Full time CoE

Mandatory Language: French or German

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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.

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Qualifications & Skills:
 

• Experience in technical support role or customer service would be an advantage but not obligatory
• French or German on at least C1 level
• English on at least B2 level
•  Excellent verbal and written communication skills.
•  Strong customer service orientation and problem-solving mindset.
•  Ability to work independently and manage multiple priorities.

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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.