Senior IT Analyst with German

HCLTech; Kraków; On-site; PLN 80,000 - 110,000; Full time

Benefits offered by this job

Life insurance

MultiSport Card

Job summary

HCLTech is seeking a Senior IT Helpdesk Analyst in Kraków to be the first point of contact for end users, providing multilingual IT support and ensuring high customer satisfaction.

You will handle inbound and outbound calls, chats, and emails; perform first‑level troubleshooting for Windows OS, O365, VPN, Citrix, email, and connectivity; log and escalate when needed.

This role offers a dynamic, globally connected work environment with growth opportunities and a focus on service quality.

Qualifications

• Fluent in German (C1) and English with strong communication.
• Experience with IT helpdesk, Windows OS, O365, VPN, Citrix is a plus.

Responsibilities

• Handle inbound/outbound calls, chats, and emails in assigned language.
• Log, classify, and prioritize incidents & service requests.
• Provide first-level troubleshooting for Windows OS, O365, VPN, Citrix, email, connectivity issues.
• Follow knowledge base (KB) and standard operating procedures; escalate to L2 when needed.
• Ensure SLA compliance (response & resolution time).

Skills

German (C1)

English

Ticketing tools

Tools

ServiceNow

Remedy

Job description

HCLTech is a global technology company, home to 219,000+ 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.

Our purpose is to bring together the best of technology and our people to supercharge progress. We’re supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

As a Senior IT Helpdesk Analyst with HCL Technologies, you will be a first point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction.

Daily Activities:

• Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Provide excellent customer service with cultural sensitivity.

Soft Skills:

• Fluency in German language (C1) + English
• Familiarity with ticketing tools (ServiceNow, Remedy, etc.)
• Good communication and customer handling skills

Years of Experience:

• 0–3 years (freshers with language certification can be considered)

We offer:

Life insurance

MultiSport Card

Clear career path in a growing multinational organization

Why Us?

• We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;
• Our company is extremely diverse with representation of 165 nationalities;
• We offer the opportunity to work with colleagues across the globe;
• We offer comprehensive benefits for all employees;
• We are a certified great place to work and a top employer in 25 countries, offering a positive work environment that values employee recognition and respect.

Please note that we will contact only those candidates who are selected for further consideration.