Service Desk Analyst (German & Polish) – Remote

Tata Consultancy Services; Poland; On-site; PLN 60,000 - 90,000; Full time

Job summary

Tata Consultancy Services Poland is seeking an IT Helpdesk Analyst to provide first-level support to customers, handling incidents and service requests across software and hardware. You will assist users via phone, email, chat, and other channels, resolving issues and guiding users through solutions.

The role requires 1+ year in customer care or IT service desk, excellent German and Polish communication, and willingness to rotate 24/7 shifts, including weekends.

Qualifications

• 1+ year of experience in customer care or IT service desk.
• Willingness to work rotating 24/7 shifts, including weekends.
• Strong German & Polish written and verbal communication skills.
• Customer centricity and a team-oriented mindset.

Responsibilities

• Provide first level IT support to customers for incidents and requests across hardware and software.
• Assist users via telephone, email, chat, and other channels and guide them through resolutions.
• Identify and solve software and hardware problems with step-by-step instructions.
• Provide advanced PC support using remote control tools.
• Communicate with other teams and end-users to resolve incidents and meet SLAs.
• Log and manage tickets in the ITSM tool, owning them through lifecycle and escalating as needed.
• Record all contacts in the helpdesk system in English while handling calls in other languages.
• Instruct users on application usage and ICT processes.
• Translate end-user communications to/from English when required.

Skills

German language

Polish language

IT service desk

Customer care

Team player

Analytical skills

Communication skills

Shift flexibility

Job description

• Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
• 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.
• Provide advanced support to customer’s PC using remote control tool.
• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order 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).
• Instruct users on usage of application systems.
• Instruct users on ICT processes.
• Translate end user communications to or from English in case necessary or required.

Our requirements:

• Willingness to work rotating 24/7 shifts, including weekends.
• Very good written and verbal communication skills in German & Polish
• 1+ year of experience within customer care/support or IT service desk
• Customer centricity
• Strong Team Player
• Strong analytical skills

What do we offer?

• 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
• Access to wide range of learning & development platforms