Service Desk Analyst with French and Italian

Wipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.Required:- Fluent communication (written & oral) in French+ Italian and English, quick learner, self-initiated, team player, open to work in shifts;- Good Experience with using and troubleshooting Outlook- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;- Experience of using call logging software;- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;- Basic understanding of PC hardware set-up and configuration.Able to work in night shiftsPreferred, but not mandatory:- MCP/MCSE/CCNA certificationResponsibilities:- Providing tеchnicаl support; аnswеring support quеries viа Web, emаil, Chаt and phone;- Maintaining a high degree of customer sеrvice for аll support quеriеs and adhеre to аll service management principles;- Identifying the issue and categorizing / prioritize the incident;- 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 reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable);- Routing / chasing of tickets with other PRG's;- Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;- Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;- Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;- Call-back the user and confirm resolution (where ever applicable);- Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;- Ability to prepare the MIS Reports;- Experience in handling Client Escalations and Client interfacing;- Drive Quality Initiatives and process excellence;- Responsible to meet their objectives defined by the project;- Being compliant to all process and procedures;- Time and Leave Management.Benefits:Competitive salary with an attractive set of social benefits:Private Pension Plan;Monthly Benefit budget;Medical insurance;Life insurance;Christmas bonus;Childbirth allowance;Relocation package for candidates willing to relocate;Great career opportunity to work for one of the biggest brands in the world in a unique work environment;Personal development in a multinational working environment through nice extracurricular activities with the team;Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);Extra annual leave days depending on tenure within Wipro;BOOKSTER opportunities;Nice designed and central business office;Fruits, coffee and tea on the house;Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;Employee Assistance program;Employee Referral Program with attractive incentive schemesThe promise of an enjoyable first impression after discussing with any of our recruitment colleagues.This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. We welcome all applicants.