IT Support Analyst with Dutch & English

HCLTech; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

HCLTech in Krakow is seeking an IT Helpdesk Analyst to provide first-line support for hardware, software and network issues in Dutch and English. You will document incidents in the ticketing system and coordinate with technical teams for swift resolutions.

The role requires a Bachelor’s degree in IT or related field and strong Dutch/English communication (B2). This is a hybrid position based at Opolska 112, Krakow, offering opportunities for professional growth through training and mentorship.

Qualifications

• Bachelor’s degree in IT or related field.
• Dutch and English language skills at least B2.
• Experience in technical support or IT helpdesk.

Responsibilities

• Provide first-line technical support for hardware, software, and network issues in Dutch and English.
• Diagnose and resolve incidents and document resolutions in the ticketing system.
• Route complex issues to appropriate teams and coordinate with internal/external support.
• Manage user access permissions and assist with troubleshooting across systems.

Skills

Dutch (B2)

English (B2)

Customer service

Problem solving

Technical troubleshooting

Ticketing/documentation

Education

Bachelor’s degree in IT/CS

Tools

Call Tracking System

ITIL knowledge

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.

To learn how we can supercharge progress for you, visit hcltech.com.

Detailed Responsibilities:

• Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Dutch and English.
• Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation.
• Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System.
• Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution.
• Administer and manage user access permissions across various systems, ensuring security and compliance.
• Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution.
• Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions.

Skill Requirements:

• Proficiency in both Dutch and English (minimum B2 level in each).
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong customer service orientation and problem-solving abilities.
• Ability to rapidly acquire new technical knowledge and adapt to changing processes.
• Experience in documenting and managing incidents using ticketing or call tracking systems.

Required Qualifications:

• Previous experience in a technical support or IT helpdesk role.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven ability to support users in both Dutch and English.

Other Requirements (Optional):

• ITIL Foundation certification or working knowledge of ITIL best practices.
• Experience working in a multinational or multicultural environment.
• Familiarity with remote troubleshooting tools and enterprise IT systems.

At HCLTech, we are deeply invested in the professional growth of our employees. As an IT Helpdesk Analyst, you will have access to continuous learning programs, technical certifications, and soft skills training tailored to your career aspirations. High performers are regularly considered for advancement into senior technical roles, specialized IT tracks, or leadership positions both locally and globally. You will also benefit from mentorship initiatives, cross-functional project exposure, and opportunities to participate in global technology innovation programs, ensuring a dynamic and rewarding career path within HCLTech.

This is hybrid position from our Krakow office at Opolska 112.