Service Desk Analyst with Spanish or Portuguese or French

Work Environment:

• Shift-based work, including weekends or after-hours support as required.
• Remote or hybrid work model depending on business needs. Hybrid - from Gdańsk, 2 days from home and 3 days from the office.
• Shared Services Support

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.

Qualifications & Skills:

• 6 months - 2 years of experience in a service desk or technical support role.
• French, Spanish or Portuguese on at least B2 level - mandatory
• English on at least B2 level - mandatory
• Polish will be a plus
• 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.

*As a shared Service Desk team member, you will be tasked with supporting more than one customer at a certain point of time depending on the requirement, while maintaining the industry-wide accepted standard productivity of approx. 450 contacts handled per month.

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) and 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

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.

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.