Senior IT Analyst with German & English

HCL Technologies Limited; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Office in Kraków

Job summary

HCL Technologies in Kraków is seeking a Senior IT Helpdesk Analyst to support German-speaking customers in a hybrid role. You will diagnose and resolve hardware, software and network issues by phone, and coordinate with internal teams to ensure timely resolutions.

The ideal candidate has about 1 year of IT experience in customer service or technical support, fluent German (B2) and strong English (B2), plus excellent communication and problem-solving skills and a willingness to learn new

Qualifications

• 1 year of IT experience in customer service & technical support.
• German (min B2) and English (B2) proficiency required.
• Hybrid work model; Krakow office three days a week.

Responsibilities

• 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 resolutions.

Skills

German (B2)

English (B2)

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.