Service Desk Analyst (1st line) with German

Tata Consultancy Services; Warszawa; Hybrid; PLN 40,000 - 60,000; Full time

Benefits offered by this job

Sport card (Multisport)

Private medical care for you and your/

Job summary

Tata Consultancy Services in Warsaw is seeking an IT Help Desk Specialist to provide first level support across multiple channels. You will diagnose and resolve issues, guide users through steps, and log all requests in English while handling calls in the customer’s language.

Applicants should have IT service desk experience, and strong German and English communication skills. Hybrid work and local office presence in Warsaw two days per week are offered.

Qualifications

• Previous IT service desk or customer support experience.
• Very good written and verbal communication skills in German.
• Good written and verbal communication skills in English.

Responsibilities

• Provide first level IT support to customers via multiple channels.
• Identify and resolve software and hardware problems with step-by-step guidance.
• Log and manage incidents in ITSM tool and maintain SLA adherence.
• Escalate to 2nd and 3rd level teams when needed and communicate with users.

Skills

IT service desk experience

German language

English language

Analytical skills

Communication 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, elevate 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

• Previous IT service desk/customer support experience or eager to learn
• Very good written and verbal communication skills in German
• Good written and verbal communication skills in English
• Ability to work from Warsaw two days per week
• Strong analytical skills

What we offer

• Hybrid work model- 2 days per week in the Warsaw office
• 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