IT Support Analyst with Dutch & English

IT Support Analyst with Dutch & English

Miejsce pracy: Kraków

Technologies we use

Expected

• ITIL

Operating system

• Windows

About the project

As a Senior IT Analyst with Bulgarian & English proficiency, you will play a crucial role in delivering high-quality technical support to our clients. You will be responsible for resolving complex technical issues, ensuring seamless IT operations, and enhancing customer satisfaction through expert assistance. This position is integral to HCLTech’s commitment to providing world-class support services and maintaining strong client relationships, supporting users across multiple platforms and technologies.

Your responsibilities

• Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Dutch and English.
• Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation.
• Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System.
• Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution.
• Administer and manage user access permissions across various systems, ensuring security and compliance.
• Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution.
• Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions.

Our requirements

• Proficiency in both Dutch and English (minimum B2 level in each).
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong customer service orientation and problem-solving abilities.
• Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting.
• Ability to rapidly acquire new technical knowledge and adapt to changing processes.
• Experience in documenting and managing incidents using ticketing or call tracking systems.
• Previous experience in a technical support or IT helpdesk role.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven ability to support users in both Dutch and English.

Optional

• ITIL Foundation certification or working knowledge of ITIL best practices.
• Experience working in a multinational or multicultural environment.
• Familiarity with remote troubleshooting tools and enterprise IT systems.

What we offer

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• life insurance
• remote work opportunities
• flexible working time
• integration events
• retirement pension plan
• extra social benefits
• employee referral program
• charity initiatives

Recruitment stages

• Application
• Shorlisting
• Technical & HR Interview
• Offer Rollout

At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.

Please, read our Candidate Data Privacy:

HCL Poland

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 30, 2022 totaled $12.1 billion. To learn how we can supercharge progress for you, visit hcltech.com.

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data will be considered. Please use the sentence below: I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) I hereby give consent for my personal data included in the application to be processed by HCL Poland Sp. z o. o. for the purposes of future recruitment processes.