Bilingual IT Helpdesk Analyst (EN/FR) – Windows

HCL Technologies Limited; Kraków; On-site; PLN 30,000 - 46,000; Full time

Job summary

HCL Technologies Limited in Kraków, Poland, seeks a Senior Analyst to support international customers via a helpdesk. Responsibilities include troubleshooting hardware, software, and network issues, guiding clients through solutions, and maintaining accurate records.

Fluency in English and French and strong communication are essential. The role emphasizes IT support with Windows OS proficiency and the ability to learn new tools and processes in a fast-paced environment.

Qualifications

• 1 year of IT experience in customer service and technical support.
• ITIL knowledge and certification would be an asset.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via telephone for end users.
• Route problems to internal support group.
• Coordinate and manage relationships with vendors and support staff.
• Administer and provide user access in various systems.
• Document problems and resolutions in the Call Tracking System.
• Demonstrate excellent verbal and written communication.
• Maintain fluency in English and French.
• Handle customers with resourcefulness and adaptability.
• Acquire new information quickly and continuously.

Skills

Fluent English

Fluent French

Customer service

Communication skills

Problem solving

Tools

ServiceNow

Remedy

Jira

ITSM tools

Job description

HCL Technologies Limited in Kraków, Poland, seeks a Senior Analyst to support international customers via a helpdesk. Responsibilities include troubleshooting hardware, software, and network issues, guiding clients through solutions, and maintaining accurate records.

Fluency in English and French and strong communication are essential. The role emphasizes IT support with Windows OS proficiency and the ability to learn new tools and processes in a fast-paced environment.