IT Support Analyst with Dutch & English

HCL Technologies Limited; Kraków; Hybrid; PLN 52,000 - 76,000; Full time

Job summary

HCLTech in Kraków is seeking an IT Helpdesk Analyst to provide first-line support in Dutch and English, troubleshoot hardware and software issues, and document incidents clearly.

You will work in a hybrid office environment at Opolska 112, collaborating with cross-functional teams, handling access permissions, and coordinating with vendors to resolve complex problems while delivering outstanding customer service.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Previous experience in technical support or IT helpdesk.
• Proficiency in Dutch and English (B2 level).
• Experience with ticketing or call-tracking systems.

Responsibilities

• Provide first-line technical support to end users via phone, addressing hardware, software, and network issues.
• Diagnose and resolve problems related to configuration, backups, and software installation.
• Document and manage incidents using a ticketing/call-tracking system.
• Coordinate with internal teams and external vendors to expedite resolutions.
• Manage user access permissions and ensure security compliance.
• Deliver high-quality customer service with clear, concise guidance.

Skills

Dutch (B2)

English (B2)

Communication skills

Customer service

Problem solving

Learning agility

Incident documentation

Education

Bachelor's degree in IT/CS or related field

Tools

Ticketing system

Call tracking system

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.