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

Tata Consultancy Services; Wrocław; On-site; PLN 78,000 - 112,000; Full time

Benefits offered by this job

Hybrid work

Salary reviews

Language use daily

MyBenefit platform

Sport's card (Multisport)

Private medical care

Job summary

Tata Consultancy Services in Wroclaw is hiring for a Service Desk professional to provide first‑level IT support across multiple communication channels. You will assist users in Polish, German, Italian, and English, and coordinate with higher-level teams to meet SLAs. The role requires office presence 2 days a week in a hybrid setup.

The ideal candidate has 0.5+ year in support, strong customer focus, and good analytical skills. Join a dynamic team and work with latest technologies daily.

Qualifications

• 0.5+ year of experience in customer care or IT service desk.
• Very good written and verbal communication in Polish; German/Italian is a plus.
• Good written and verbal communication in English.
• Availability to work from the office 2 days per week.
• Customer-centric mindset and strong teamwork.
• Analytical mindset and problem-solving abilities.

Responsibilities

• 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).

Skills

Polish language

German language

Italian language

English language

Customer service

Team player

Analytical skills

Office presence

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