Service Desk Analyst (German & Polish) – Remote

Tata Consultancy Services Limited; Województwo mazowieckie; On-site; PLN 42,000 - 60,000; Full time

Benefits offered by this job

Private medical care for you and your/

Sport card (Multisport)

MyBenefit platform access

Learning & development platforms

Job summary

Tata Consultancy Services Limited in Poland is seeking a customer-focused IT Helpdesk specialist to provide first level support for software and hardware issues across desktop devices. You will assist users via phone, email, chat and web interfaces, escalating to 2nd/3rd level teams as needed.

The role requires strong communication skills in German and Polish, willingness to work rotating shifts, and at least 1 year of service desk experience.

Qualifications

• Willingness to work rotating 24/7 shifts, including weekends.
• Very good written and verbal communication in German and Polish.
• 1+ year of experience in customer care, support, or IT service desk.

Responsibilities

• Provide first level IT support to customers via phone, email, chat, and other channels.
• Identify and resolve software/hardware issues with step-by-step guidance.
• Use remote control tools to assist users and resolve incidents.
• Log and track all requests, ensuring clear documentation and SLA adherence.
• Communicate with internal teams and customers to ensure timely resolutions.

Skills

German language skills

Polish language skills

Customer service mindset

Team player

Analytical skills

Tools

Remote desktop tool

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, 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).
• 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