Senior IT Helpdesk Analyst Bulgarian & English

HCLTech; Kraków; On-site; PLN 65,000 - 95,000; Full time

Benefits offered by this job

Life insurance

Private healthcare

MultiSport Card

Job summary

HCLTech is seeking a Senior IT Helpdesk Analyst with Bulgarian and English to support Bulgarian-speaking customers from Kraków. You will provide expert helpdesk assistance, diagnose hardware, software and network issues, and ensure smooth IT operations across the global infrastructure.

You will route problems to specialist teams, manage user access rights, document incidents in the tracking system, and guide clients through corrective steps with clear, friendly communication.

Qualifications

• Bulgarian and English language proficiency at B2 level or higher
• Minimum 1 year IT experience in customer service or technical support
• Excellent communication and problem-solving skills

Responsibilities

• Deliver hardware, software, and network diagnosis and resolution for end users via telephone support.
• Route technical problems to appropriate internal support teams for advanced troubleshooting.
• Coordinate and manage relationships with vendors, collaborating with support staff to gather and share technical expertise.
• Administer and provide user access across various systems, ensuring correct permissions and security.
• Document and track issues, work requests, and resolutions using the Call Tracking System.
• Guide clients through corrective steps, providing clear and concise instructions to resolve their IT challenges.
• Assist with equipment configuration, backup maintenance, software installation/deinstallation, and general IT support tasks.

Skills

Bulgarian

English

IT Helpdesk

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.

Due to our growing business needs we are looking for:

Senior IT Helpdesk Analyst with Bulgarian & English (Full Time)

The Senior IT Helpdesk Analyst with Bulgarian & English will play a pivotal role in supporting Bulgarian-speaking customers, providing expert assistance on helpdesk queries and ensuring seamless IT operations. Based in Kraków, this position is critical for maintaining high standards of customer satisfaction, resolving technical issues, and contributing to the efficiency and reliability of HCLTech’s global infrastructure. The role is integral to the company’s commitment to delivering innovative and multilingual technical support, aligning with HCLTech’s objectives to empower its clients and drive operational excellence.

Detailed Responsibilities:

• Deliver hardware, software, and network diagnosis and resolution for end users via telephone support.
• Route technical problems to appropriate internal support teams for advanced troubleshooting.
• Coordinate and manage relationships with vendors, collaborating closely with support staff to gather and share technical expertise.
• Administer and provide user access across various systems, ensuring correct permissions and security.
• Document and track issues, work requests, and resolutions using the Call Tracking System.
• Guide clients through corrective steps, providing clear and concise instructions to resolve their IT challenges.
• Assist with equipment configuration, backup maintenance, software installation/deinstallation, and general IT support tasks.

Skill Requirements:

• Fluent in Bulgarian (minimum B2 level) and English (minimum B2 level), both verbal and written.
• 1 year of experience in IT (Customer Service & Technical Support).
• Excellent communication and conversation skills, with the ability to explain technical concepts clearly.
• Proven customer handling skills and resourcefulness in managing unforeseen situations.
• Ability to quickly acquire new information and adapt to evolving processes and technologies.

Other Requirements:

• ITIL knowledge or certification is an asset.
• Experience working in multilingual support environments.
• Familiarity with remote infrastructure management and enterprise applications.
• Clear career progression within a dynamic, multinational organization.
• Access to ongoing training programs and professional development resources.
• Opportunities to advance into specialized technical roles, leadership positions, or cross-functional teams within HCLTech.
• Comprehensive benefits package including life insurance, private healthcare, and MultiSport Card.
• Supportive work environment that values diversity, continuous learning, and employee growth.