Job Description

We are seeking a skilled Service Desk Analyst to provide technical support. The role involves troubleshooting IT issues, managing service requests, and ensuring efficient resolution of incidents while maintaining a high level of customer satisfaction. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to prioritize tasks effectively in a fast-paced environment.

Location: Gdansk, Poland

Working mode: Hybrid from office

Contract type: Full time CoE

Mandatory language: Proficiency in Dutch on at least B2+ level

͏

Key Responsibilities:

· Provide first and second-level IT support for 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:

· 6 months - 2 years of experience in a service desk or technical support role.

· Dutch on at least B2 level - mandatory

· Polish native will be a plus

· English on at least B2 level - mandatory

· 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. Nice to have:

· 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)

· Profitable Capital pension Plan (PPK) up to 4% of employer contribution

· 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. Udemy, WiLearn, HMM, FutureSkills)

· Employee Assistance Program and Fit app for wellbeing

· Fresh fruits at the office

· 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)

͏

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