Analyst - English, Italian, Microsoft Windows

HCL Technologies Limited; Polska; On-site; PLN 80,000 - 100,000; Full time

Job summary

A global technology company is seeking an IT Support Analyst fluent in English and Italian for providing exceptional remote desktop support in Poland. The ideal candidate will resolve technical issues, ensure adherence to service level agreements, and maintain high-quality customer interactions. Responsibilities include handling hardware/software problems, ensuring a positive customer experience, and engaging in self-development activities. Benefits include competitive compensation and opportunities for career advancement.

Benefits

Industry-benchmarked compensation

Best-in-class healthcare benefits

Personal time off

Maternity and paternity benefits

Access to skills/higher education programs

Discounts on products and services

Opportunities for career growth

Qualifications

• Proficient in IT support with a focus on remote desktop assistance.
• Strong verbal and written communication skills in both Italian and English.
• Familiarity with Windows operating systems and common software applications.

Responsibilities

• Provide Level 1 Remote Desktop Support for diagnosing and resolving issues.
• Maintain quality standards adhering to guidelines and requirements.
• Engage in activities that enhance technical skills and service delivery.

Skills

IT support proficiency

Strong communication skills in Italian and English

Familiarity with Windows operating systems

Basic hardware troubleshooting knowledge

Understanding of customer service principles

Job description

Analyst - English, Italian, Microsoft Windows Analyst – English, Italian, Microsoft Windows Poland

Job Summary

The IT Support Analyst – Italian plays a critical role in delivering exceptional remote desktop support and operational assistance to our clients. This position focuses on resolving technical issues efficiently while ensuring adherence to service level agreements (SLAs) and maintaining high-quality standards. The analyst will leverage their bilingual skills in Italian and English to enhance customer satisfaction and contribute to the overall success of the support team.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support – diagnose and resolve hardware, software, and network issues via telephone, email, or chat, ensuring adherence to agreed SLAs for ticket volume and resolution time.
2. Maintain quality standards by adhering to voice and accent guidelines, conducting tech monitoring, and following regulatory requirements and company policies.
3. Deliver a positive customer experience by achieving first call resolution and minimizing average handling time, while effectively reducing rejected resolutions and reopened cases.
4. Ensure high availability and login efficiency for customers, proactively managing workload to meet service commitments.
5. Update work logs accurately and follow shift and escalation processes to escal­ate complex issues to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as necessary.
6. Engage in value‑adding activities, such as updating the knowledge base and pursuing self‑development opportunities to enhance technical skills and service delivery.

Skill Requirements

1. Proficient in IT support with a focus on remote desktop assistance.
2. Strong verbal and written communication skills in both Italian and English.
3. Familiarity with Windows operating systems and common software applications.
4. Basic knowledge of hardware troubleshooting and network connectivity issues.
5. Understanding of customer service principles and practices.

Other Requirements

1. ITIL Foundation certification is optional but valuable for this role.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry‑leading capabilities centered around digital, engineering, cloud and AI, 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 and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion.

Benefits

• Industry‑benchmarked compensation
• Best‑in‑class healthcare benefits
• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.