Service Desk Specialist with Polish and German (1st line)

Tata Consultancy Services; Wrocław; Hybrid; PLN 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Foreign language usage

Sport card (Multisport)

Private medical care

Learning platforms access

MyBenefit platform

Job summary

Tata Consultancy Services in Wrocław, Poland is seeking an IT Helpdesk Specialist to provide first-level support for IT requests and incidents, including desktops and mobile devices. You will assist users across phone, email, chat, and web channels.

The role requires strong English, German, and Polish communications, a customer-centric mindset, and the ability to work in a hybrid office setup with 2 days per week on site.

Qualifications

• 1+ year of experience in customer care or IT service desk.
• Strong written and verbal communication in English.
• Strong written and verbal communication in German and Polish.
• Ability to work within 7 am–7 pm working hours.
• Customer-focused and team player.
• Strong analytical skills.

Responsibilities

• Provide first level IT support for incidents and requests (desktops and mobile devices).
• Assist users via phone, email, chat, or web interface.
• Identify and resolve software/hardware problems with step-by-step guidance.
• Provide advanced PC support using remote control tools.
• Communicate with 2nd/3rd level teams and users to meet SLAs.
• Log and manage tickets in the ITSM tool; own tickets through life cycle.
• Record contacts in English while handling calls in local language.
• Instruct users on application usage and ICT processes.
• Translate end-user communications as needed.

Skills

English language

German language

Polish language

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 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:

• 1+ year of experience within customer care/support or IT service desk
• Good written and verbal communication skills in English
• Very good written and verbal communication skills in German & Polish
• Ability to work within 7 am to 7 pm working hours
• Customer centricity
• Strong Team Player
• Strong analytical skills

What do we offer?

• Competitive salary with annual salary reviews
• Hybrid working 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