Service Desk Analyst (1st line) with Polish & German

Tata Consultancy Services Limited; Warszawa; Híbrido; PLN 56.000 - 89.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

Salary reviews

Languages daily use

MyBenefit platform

Multisport card

Private medical care

Descripción de la vacante

Tata Consultancy Services Limited in Warsaw is seeking a friendly IT Help Desk professional to provide first level support for software and hardware issues. You will assist users via phone, email, chat and other channels, ensuring quick and effective problem resolution.

The role requires strong Polish and German language skills, good English, and the ability to work from the Warsaw office two days a week in a hybrid model.

Formación

• Polish and German language proficiency required.
• Strong written and verbal communication skills in English.
• Analytical thinking and problem-solving abilities.

Responsabilidades

• Provide first level IT support for software and hardware incidents.
• Assist users via phone, email, voice mail, chat, and web interface.
• Identify and solve software and hardware problems with step-by-step instructions.
• Communicate with IT teams and end-users to manage incidents and requests and meet SLAs.
• Handle and document all requests within agreed timeframes and own tickets through lifecycle.
• Log contacts in the helpdesk system in English while handling calls in other languages.

Conocimientos

Polish language

German language

English language

Analytical skills

Communication skills

Descripción del empleo

• 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 Polish & 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