IT Analyst with Italian

HCLTech; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

HCLTech is seeking a Technical Support Agent (Italian-Speaking) to support end users with hardware, software, and network issues. You will troubleshoot via telephone, manage access, document steps, and escalate complex problems per ITIL practices.

Strong Italian (C1) and English (B2) skills are required, plus a customer-focused, adaptable mindset. The role is based in Kraków, Poland, with normal Mon-Fri hours.

Qualifications

• Proficiency in Italian (C1) and English (B2) with strong communication.
• Customer handling, resourcefulness, and adaptability.
• Familiarity with IT environments and openness to learn new technologies.
• Familiarity with user access management and IT support workflows.

Responsibilities

• Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.
• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.
• Administer and manage user access across various systems to ensure proper authorization and security.
• Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.
• Support and adhere to established ITIL processes and HCLTech operational standards.

Skills

Italian (C1)

English (B2)

Customer handling

IT environments

Access management

Tools

ITIL

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

• Contract type: Employment
• Work Shift: Normal working hours -Mon-Fri

Overview of the Role

As a Technical Support Agent (Italian-Speaking) at HCLTech, you will play a vital role in ensuring seamless IT support for our clients’ end users. Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers. Your role is pivotal in upholding HCLTech’s reputation for exceptional client support and technical excellence.

Detailed Responsibilities

• Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.
• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.
• Administer and manage user access across various systems to ensure proper authorization and security.
• Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.
• Support and adhere to established ITIL processes and HCLTech operational standards.

Skill Requirements

• Proficiency in Italian (minimum C1 level) and English (minimum B2 level), with excellent verbal and written communication skills.
• Demonstrated ability in customer handling, resourcefulness, and adaptability in dynamic scenarios.
• Understanding of IT environments with readiness and enthusiasm to learn new technologies and processes.
• Familiarity with user access management and standard IT support workflows.

Nice to have:

• ITIL certification or practical knowledge of ITIL frameworks is considered an asset.
• Previous experience in a technical support or helpdesk environment is advantageous.