Senior Analyst - English, German, Microsoft Windows

HCL Technologies Limited; Kraków; On-site; PLN 90,000 - 130,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Analyst for a bilingual service desk role in Kraków, Poland. The position focuses on English and German support for Windows-based environments, with responsibilities across hardware, software, and network issue diagnosis by phone.

You will route incidents, coordinate with vendors, manage access controls, and document resolutions. Expect collaboration across teams and potential shifts.

Qualifications

• Windows operating systems expertise and desktop/laptop hardware knowledge.
• Experience diagnosing hardware/software/network issues via phone.
• Familiarity with remote desktop and collaboration tools.
• ITIL or service-desk experience is a plus.

Responsibilities

• Provide hardware/software/network problem diagnosis via phone.
• Route incidents to appropriate teams and coordinate resolutions.
• Administer User Access and Exit controls.
• Document problems and resolutions using the Call Tracking System.
• Collaborate with helpdesk peers to improve procedures.
• Lead or contribute to helpdesk projects as needed.
• Participate in on-the-job and commercial training.
• Troubleshoot mobile devices (AirWatch/MobileIron/BlackBerry/Good for Enterprise).
• Work across shifts and national holidays as required.

Skills

Windows OS

Remote Desktop

MS Office

Lync/OCS

TeamViewer

LiveMeeting

Remote Assistance

AirWatch

MobileIron

BlackBerry

Good for Enterprise

PC Hardware

Desktop

Laptop

Browsers

Anti-virus

Tools

TeamViewer

LiveMeeting

Windows Remote Assistance

Lync/OCS

AirWatch

MobileIron

BlackBerry

Good for Enterprise

Job description

Senior Analyst - English, German, Microsoft Windows Poland Kraków, Małopolskie

Job Summary

Bilingual Service Desk German Agent

Key Responsibilities

Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.

• Resolve or Route incidents and requests to appropriate teams
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)
• Willing to work in different shifts and national holidays as required by Operations.

Skill Requirements

Windows Operating systems

• Clients: Windows8, Windows7, Windows 10
• Servers: Windows 2008, Windows 2003, Windows 2000
• Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance
• Knowledge of Lync and OCS
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
• Internet browsers (e.g. Explorer, Chrome, Firefox)
• Anti-virus and firewall software
• PC Hardware knowledge
• Desktop
• Laptop

Other Requirements

ITIL

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.

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