Senior IT Analyst with German & English

HCLTech; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

HCLTech is seeking a Senior IT Helpdesk Analyst to support German-speaking customers from Krakow in a hybrid role. You will assist with hardware, software, and network incidents, guiding users through corrective steps and coordinating with internal teams to resolve issues.

The role requires 1 year of IT/customer service experience, fluent German (B2) and strong English (B2), and excellent communication and problem-solving skills. Office presence in Krakow is three days per week.

Qualifications

• 1 year of IT experience in customer service or technical support.
• Fluent German (min B2) and good English (B2).
• Excellent communication and customer handling skills.
• Willingness to learn new processes and technologies.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone for end users.
• Route problems to internal support group and coordinate with vendors.
• Administer and provide User Access in various systems.
• Document problems and resolutions in the Call Tracking System.

Skills

German language

English language

Customer service

Technical support

Communication skills

Tools

ITIL

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.

Tasks:

As a Senior IT Helpdesk Analyst with HCL Technologies, you will perform a support role for the German-speaking customers on help desk queries, equipment configuration, back up maintenance, software installing/de-installing.

Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Daily Activities:

• Provide hardware/software/network problem diagnosis/resolution via telephone for customers¡¦ end users
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions

Soft Skills:

• Excellent communication and conversation skills (both verbal and written)
• Fluent German (min B2) and good English (B2) is a must-have
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

• Understanding of the IT environment and readiness to learn new processes and technologies
• ITIL knowledge would be an asset

Years of Experience:

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

This is a hybrid model of work 3 days a week the office in Krakow.