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

Tata Consultancy Services; Wrocław; Hybride; PLN 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Competitive salary with annual reviews

Foreign languages daily use

MyBenefit platform access

Multisport

Private medical care

Résumé du poste

Tata Consultancy Services in Wrocław, Poland seeks an IT Helpdesk Agent to provide first-level support for IT requests and incidents. You will assist users by phone, email, chat, and web interfaces, troubleshooting software and hardware issues and ensuring SLA adherence.

The role requires 0.5+ year in customer care or IT service desk, fluency in Polish and German/Italian, English, and a willingness to work from the office 2 days per week in a hybrid model.

Qualifications

• 0.5+ year of experience within customer care/support or IT service desk.
• Fluent in Polish and German/Italian; good command of English.
• Willingness to work from the office 2 days per week.

Responsabilités

• Provide first level support to customers for IT requests and incidents including software and hardware issues.
• Assist users via phone, email, voicemail, chat, and web interfaces to reach Service Desk support.
• Identify and resolve software and hardware problems with step-by-step guidance.
• Communicate with team members and 2nd/3rd level teams to address incidents and SLAs.
• Handle and document requests within agreed timeframes in the ITSM tool and follow up escalations.
• Log all contacts in the helpdesk system in English while handling calls in another language.

Connaissances

Polish language

German language

English language

IT support

Customer care

Description du poste

• 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, escalated 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