Application Support Specialist – IT Helpdesk (Dutch, English, Polish)

HCL Technologies Limited; Wrocław; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

HCLTech in Wroclaw, Poland, is seeking an Application Support Specialist for the IT Helpdesk to serve Volvo Group dealers across regions. The role emphasizes multilingual support, IT service delivery excellence, and maintenance of business-critical applications in a fast-paced environment.

The position is hybrid from Wroclaw and requires fluent Dutch, English and Polish, strong IT knowledge, and customer-facing skills. You will join a global DS team with opportunities for professional growth.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Fluency in Dutch, English, and Polish (C2/native preferred; C1 acceptable).

Responsibilities

• Receive and respond to phone calls and service requests (SR) from end users, ensuring accurate registration and documentation.
• Troubleshoot and resolve SRs utilizing knowledge of Volvo business applications, personal expertise, knowledge base resources, vendor literature, and collaboration with team members.
• Escalate and transfer SRs to relevant Support Groups (SG) as needed, maintaining comprehensive follow-up and tracking.
• Keep users informed of the progress and status of their SRs, ensuring transparent communication and high customer satisfaction.
• Engage directly with customers and users from Sweden, Finland, Norway, and Denmark via phone and email.
• Solve technical and business-related issues impacting Volvo Dealer and Workshop applications.
• Adhere to established DS rules, procedures, ITIL guidelines, and best practices in registering, closing, monitoring, and following up on service requests.
• Take ownership of team SRs, contributing to collective goals and operational excellence as a member of the Global DS Organization.

Skills

Dutch language

English language

Polish language

ITIL familiarity

Customer support skills

Education

Bachelor's degree in Computer Science / IT

Tools

ITSM tools

ITIL framework

Job description

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.

Application Support Specialist – IT Helpdesk (Dutch, English, Polish) - (hybrid from Wroclaw, Poland)

Overview of the Role:

As an Application Support Specialist within the Digital Support (DS) team, you will serve as the primary contact for IT service-related requests from Volvo Group dealers across multiple regions. Your role is pivotal in ensuring seamless operation of business-critical applications, delivering exceptional customer support, and maintaining high service standards for Volvo Group brands. This position demands strong technical expertise, multilingual proficiency, and outstanding interpersonal skills to resolve complex issues in a dynamic, fast-paced environment.

Detailed Responsibilities:

• Receive and respond to phone calls and service requests (SR) from end users, ensuring accurate registration and documentation.
• Troubleshoot and resolve SRs utilizing knowledge of Volvo business applications, personal expertise, knowledge base resources, vendor literature, and collaboration with team members.
• Escalate and transfer SRs to relevant Support Groups (SG) as needed, maintaining comprehensive follow-up and tracking.
• Keep users informed of the progress and status of their SRs, ensuring transparent communication and high customer satisfaction.
• Engage directly with customers and users from Sweden, Finland, Norway, and Denmark via phone and email.
• Solve technical and business-related issues impacting Volvo Dealer and Workshop applications.
• Adhere to established DS rules, procedures, ITIL guidelines, and best practices in registering, closing, monitoring, and following up on service requests.
• Take ownership of team SRs, contributing to collective goals and operational excellence as a member of the Global DS Organization.

Skill Requirements:

• Proven IT helpdesk experience, with hands-on knowledge of ticketing tools (preferably ITSM).
• Fluency in Dutch, English, and Polish (C2 level/native required; C1 acceptable in exceptional cases).
• Strong analytical and troubleshooting skills, with a demonstrated ability to resolve complex technical issues.
• Exceptional soft skills, including conflict resolution and de-escalation abilities.
• Willingness to support customers and thrive in a high-pressure, customer-facing environment.
• Familiarity with ITIL frameworks and best practices.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Other Requirements:

• Prior experience supporting business applications in automotive or industrial domains is advantageous.
• Certifications in ITSM, ITIL, or related fields are preferred.
• Multicultural and international work experience is a plus.

HCLTech is committed to your professional growth and development. Employees benefit from access to world-class training programs, career advancement pathways, and opportunities to work on global projects with industry leaders. You will have the chance to expand your technical and leadership skills, participate in cross-functional teams, and progress towards senior roles within the organization. HCLTech values continuous learning and invests in the long-term success of its workforce.