Bilingual IT Helpdesk Analyst - Bulgarian & English Senior

HCL Technologies Limited; Kraków; On-site; PLN 65,000 - 95,000; Full time

Benefits offered by this job

Life insurance

Private healthcare

MultiSport Card

Job summary

HCLTech is seeking a Senior IT Helpdesk Analyst with Bulgarian and English to support Bulgarian-speaking customers from Kraków. You will provide expert helpdesk assistance, diagnose hardware, software and network issues, and ensure smooth IT operations across the global infrastructure.

You will route problems to specialist teams, manage user access rights, document incidents in the tracking system, and guide clients through corrective steps with clear, friendly communication.

Qualifications

• Bulgarian and English language proficiency at B2 level or higher
• Minimum 1 year IT experience in customer service or technical support
• Excellent communication and problem-solving skills

Responsibilities

• Deliver hardware, software, and network diagnosis and resolution for end users via telephone support.
• Route technical problems to appropriate internal support teams for advanced troubleshooting.
• Coordinate and manage relationships with vendors, collaborating with support staff to gather and share technical expertise.
• Administer and provide user access across various systems, ensuring correct permissions and security.
• Document and track issues, work requests, and resolutions using the Call Tracking System.
• Guide clients through corrective steps, providing clear and concise instructions to resolve their IT challenges.
• Assist with equipment configuration, backup maintenance, software installation/deinstallation, and general IT support tasks.

Skills

Bulgarian

English

IT Helpdesk

Job description

HCLTech is seeking a Senior IT Helpdesk Analyst with Bulgarian and English to support Bulgarian-speaking customers from Kraków. You will provide expert helpdesk assistance, diagnose hardware, software and network issues, and ensure smooth IT operations across the global infrastructure.

You will route problems to specialist teams, manage user access rights, document incidents in the tracking system, and guide clients through corrective steps with clear, friendly communication.