Service Desk Analyst (1st line) with Polish and German/Italian

Tata Consultancy Services; Warszawa; Hybrid; PLN 89,000 - 123,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Tata Consultancy Services Poland in Warsaw is seeking an IT Service Desk Agent to deliver first line support to customers via phone, email, chat and web interfaces. You will diagnose software and hardware issues, provide step-by-step guidance and ensure timely resolutions while coordinating with higher support levels.

Fluency in Polish is required, with German or Italian as additional language skills; English is also required. The role is hybrid, with at least 2 days per week in the office.

Qualifications

• 0.5+ year of experience in customer care/support or IT service desk
• Very good written and verbal communication in Polish, German and Italian
• Good written and verbal communication in English
• Availability to work from the office 2 days per week

Responsibilities

• Provide first level support to customers via telephone, email, chat and other channels
• Identify and solve software and hardware problems by giving step-by-step instructions
• Communicate with 2nd and 3rd level teams and end-users to address incidents and SLA targets
• Log and document all requests in the helpdesk tool and maintain ticket lifecycle

Skills

Polish

German

Italian

English

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

• 0,5+ year of experience within customer care/support or IT service desk
• Very good written and verbal communication skills in Polish and German/Italian
• Good written and verbal communication skills in English
• Availability to work from the office 2 days per week
• Customer centricity
• Strong Team Player
• Strong analytical skills

What we offer

• Hybrid work model (at least 2 days/week from the 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