Senior IT Analyst with German & English
⚲ Kraków
Do uzgodnienia
Wymagania
- Helpdesk
Opis stanowiska
HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.
To learn how we can supercharge progress for you, visit hcltech.com.
Tasks:
As a Senior IT Helpdesk Analyst with HCL Technologies, you will perform a support role for the German-speaking customers on help desk queries, equipment configuration, back up maintenance, software installing/de-installing.
Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.
Daily Activities:
• Provide hardware/software/network problem diagnosis/resolution via telephone for customers¡¦ end users
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
Soft Skills:
• Excellent communication and conversation skills (both verbal and written)
• Fluent German (min B2) and good English (B2) is a must-have
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times
Technical Requirements:
• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
• ITIL knowledge would be an asset
Years of Experience:
• 1 year of previous IT experience (Customer Service & Technical Support)
This is a hybrid model of work 3 days a week the office in Krakow.
Benefit package:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses
To learn how we can supercharge progress for you, visit hcltech.com.
Tasks:
As a Senior IT Helpdesk Analyst with HCL Technologies, you will perform a support role for the German-speaking customers on help desk queries, equipment configuration, back up maintenance, software installing/de-installing.
Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.
Daily Activities:
• Provide hardware/software/network problem diagnosis/resolution via telephone for customers¡¦ end users
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
Soft Skills:
• Excellent communication and conversation skills (both verbal and written)
• Fluent German (min B2) and good English (B2) is a must-have
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times
Technical Requirements:
• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
• ITIL knowledge would be an asset
Years of Experience:
• 1 year of previous IT experience (Customer Service & Technical Support)
This is a hybrid model of work 3 days a week the office in Krakow.
Benefit package:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses
🔍 Dekoder Ogłoszenia
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Senior IT Analyst
Mimo tytułu 'Senior', zakres obowiązków może bardziej przypominać pracę specjalisty niż samodzielnego architekta czy lidera technicznego.
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perform a support role for the German-speaking customers on help desk queries
Głównym zadaniem będzie obsługa zgłoszeń i rozwiązywanie problemów technicznych na pierwszej linii wsparcia, a nie zaawansowana analiza czy projektowanie systemów.
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equipment configuration, back up maintenance, software installing/de-installing
Zakres obowiązków jest dość podstawowy i może nie odzwierciedlać głębszych wyzwań technicznych, które często kojarzone są z rolą 'Analityka'.
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Route problems to internal support group
Część pracy będzie polegać na przekazywaniu problemów do innych zespołów, co sugeruje, że nie wszystkie rozwiązania będą leżeć w gestii tej roli.
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coordinate and manage relationships with vendors
Może oznaczać zarówno strategiczne zarządzanie dostawcami, jak i bardziej operacyjne kontakty w celu rozwiązania konkretnych problemów.