Senior Analyst - English, French, Microsoft 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

Senior Analyst - English, French, Microsoft Windows Senior Analyst - English, French, Microsoft Windows Poland Job Description Senior Analyst - English, French, Microsoft Windows Kraków, Małopolskie

Job Summary

To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Key Responsibilities

• 1. Provide hardware/software/network problem diagnosis/resolution via telephone for customersâ end users
• 2. Route problems to internal support group
• 3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• 4. Administer and provide User Access in various systems
• 5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
• 6. Excellent communication and conversation skills (both verbal and written)
• 7. Fluent English and French
• 8. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• 9. Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

• 1. Understanding of the IT environment and readiness to learn new processes and technologies
• 2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
• 3. ITIL knowledge and certification would be an asset
• 4. Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc.

Other Requirements

• 1. 1 year of previous IT experience (Customer Service & Technical Support

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.