Italian-Speaking IT Helpdesk Specialist

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 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.