Service Desk Analyst with French (1st Line)

Tata Consultancy Services Limited; Województwo mazowieckie; Hybrid; PLN 42,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Sport's card (Multisport)

Private medical care for you and your

MyBenefit platform

Learning & development platforms

Job summary

Tata Consultancy Services Limited in Poland is hiring for a Service Desk Analyst to deliver first level IT support across desktop and mobile devices. You will handle incidents and service requests via phone, email, chat and web interfaces, guiding users with clear steps.

Join a global IT services leader offering a hybrid work model, competitive salary reviews, and opportunities to work with the latest technologies while developing skills in multilingual support and ITIL-aligned processes.

Qualifications

• Excellent written and verbal French communication.
• 1+ year of experience in customer care or IT service desk.
• Good written and verbal English communication.
• Minimum High School Degree; college studies in progress preferred.
• Ability to work in 24/7 shifts.
• Strong team player with analytical skills.

Responsibilities

• Provide first level IT support to customers across desktops, mobile computers and other devices.
• Assist users via telephone, email, voice mail, chat, web interface and other channels.
• Identify and solve software and hardware problems with step-by-step instructions.
• Provide advanced remote support to customers’ PC using remote tools.
• Communicate with team members, 2nd/3rd level teams and end-users to resolve incidents and meet SLAs.
• Log and manage all requests in ITSM tool, owning the ticket throughout its life cycle.
• Escalate unresolved cases to appropriate IT teams and ensure timely resolution.
• Log all contacts in English while handling calls in other languages.

Skills

French language skills (written and/or

English language skills (written and/o

Customer care / IT service desk exp

Education

High School Diploma

College/University degree or studies in progress

Job description

• Provide first level support to customers 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 customers’ 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.

Our requirements:

• Very good written and verbal communication skills in French
• 1+ year of experience within customer care/support or IT service desk
• Good written and verbal communication skills in English
• Minimum High School Degree (preferred College /University Degree or studies in progress)
• Ability to work in 24/7 model (shifts in different hours)
• Strong Team Player
• Strong analytical skills

What we offer:

• Competitive salary with annual salary reviews
• Hybrid work model (at least 2 days/week from the office)
• 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