Senior IT Helpdesk Analyst - German/English, Virtual-First

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 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.