Service Desk Analyst (1st line) with Dutch

Tata Consultancy Services; Polska; On-site; PLN 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary with annual reviews

Opportunities to use foreign languages

MyBenefit platform access (benefits)

Sport's card (Multisport)

Private medical care for you and your/

Job summary

Tata Consultancy Services Poland is seeking a Service Desk Analyst to provide first-level IT support for software and hardware issues. You will assist users across telephone, email, chat, and other channels, delivering step-by-step guidance and ensuring ticket lifecycle integrity.

Ideal candidates communicate fluently in Dutch and English, and demonstrate customer focus, teamwork, and strong analytical skills while meeting SLAs and documenting all interactions in English where applicable.

Qualifications

• Good written and verbal communication skills in Dutch.
• Good written and verbal communication skills in English.
• Customer centricity.
• Strong Team Player.
• Strong analytical skills.

Responsibilities

• Provide first level IT support to customers for software and hardware issues.
• Assist users via telephone, email, chat and other channels to service desk requests.
• Identify and resolve software and hardware problems with step-by-step instructions.
• Communicate with colleagues and 2nd/3rd level teams to manage incidents and requests, meeting SLAs.
• Log all incidents in the helpdesk system and manage tickets through their life cycle.
• Record all contacts in English while handling the call in another language.

Skills

Dutch

English

Customer centricity

Team player

Analytical skills

Job description

• Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues


• Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.


• Identify and solve software and hardware problems by giving step-by-step instructions.


• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.


• Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escape unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.


• Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).

Our requirements

• Good written and verbal communication skills in Dutch


• Good written and verbal communication skills in English


• Customer centricity


• Strong Team Player


• Strong analytical skills

What we offer

• Competitive salary with annual salary reviews


• Opportunity to use foreign languages and the newest technologies on a daily basis


• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)


• Sport's card (Multisport)


• Private medical care for you and your family