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

Tata Consultancy Services Limited; Warszawa; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Annual salary reviews

Language use of foreign languages

MyBenefit platform

Multisport card

Private medical care

Job summary

Tata Consultancy Services Limited is hiring for an IT Service Desk role in Warsaw. You will provide first-line IT support across multiple channels, resolving incidents and requests while meeting SLAs. The position requires Polish and German/Italian language skills, English proficiency, and hybrid work with at least 2 days onsite.

Join a customer-centric, team-focused environment offering growth and exposure to latest technologies, with salary reviews and benefits included.

Qualifications

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

Responsibilities

• Provide first level support to customers for IT requests and incidents.
• Assist users via phone, email, chat and other channels.
• Identify and solve software and hardware problems with step-by-step instructions.
• Communicate with teams and end-users to resolve incidents and meet SLAs.
• Log requests and incidents in the ITSM tool, own ticket lifecycle and ensure information is captured.
• Escalate unsolved cases to appropriate IT teams and ensure timely resolution.
• Log all contacts in English while handling calls in another language.

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