Service Desk Analyst with French and Italian

City: Bucharest

State/Province: Bucharest

Posting Start Date: 3/10/26

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:

Responsibilities

Service Desk/Technical support

Responsible for Service ticket creation/ resolution/ assignment/ categorization/ prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and KPIs

Managing phone calls received from the client by applying the specific rules and provisions communicated at the process level

Solving technical problems/incidents reported at the process level by following the specific steps and by being compliant with all the communicated parameters and specifications

Incident Management/Managing incidents

Preparing the MIS incidents in accordance with internal requirements

Redistributing the tickets that have not been resolved (when applicable)

Routing / tracking the tickets allocated in the system or other PRGs

Proactive actions in order to effectively manage the Service Now Queue Management

Problem Management

Identifying the general tendencies at the call/ticket level and communicating the results to the supervisor in order to manage better the activity at the project level

Creating additional tickets for simpler issues and connecting them to the parent tickets (which describe the general issue)

Monitoring the case resolution and updating information

Contacting the customer in order to confirm the encountered issues (where applicable)

Adherence to the quality standards communicated at the process level

C ritical skills

Foreign language skills:

English language skills (speaking, writing and reading)

Italian language skills (speaking, writing and reading)

French language skills (speaking, writing and reading)

University studies completed or in the process of completion.

Willing to learn ITIL Service Delivery (Incident, Problem and Change Management procedure)

Willing to learn new skills and experience in solving UAM, PWD resetting and messaging

Willing to learn troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)

Previous experience in BPO/Call Center/ IT Support in a Corporate environment and/or other high customer sensitivit

Deliver:
No.
Performance Parameter

Measure
1.
Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience
2.
Personal

Attendance

Documentation etc.

Mandatory Skills: Service Desk Management .

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.