Senior IT Analyst with Italian and English
⚲ Kraków
Do uzgodnienia
Wymagania
- ITIL
- Technical Support
- Customer Support
- Firewall
- Antivirus
Opis stanowiska
HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B
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Contract type: Employment
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Work mode: Hybrid - minimum 3 times per week WFO
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Work Shift: Normal working hours
Overview of the Role
As a Technical Support Agent (Italian-Speaking) at HCLTech, you will play a vital role in ensuring seamless IT support for our clients’ end users. Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers. Your role is pivotal in upholding HCLTech’s reputation for exceptional client support and technical excellence.
Detailed Responsibilities
• Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.
• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.
• Administer and manage user access across various systems to ensure proper authorization and security.
• Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.
• Support and adhere to established ITIL processes and HCLTech operational standards.
Skill Requirements
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Proficiency in Italian (minimum C1 level) and English (minimum B2 level), with excellent verbal and written communication skills.
• Demonstrated ability in customer handling, resourcefulness, and adaptability in dynamic scenarios.
• Strong working knowledge of Windows operating systems, MS Office suite, internet browsers, antivirus and firewall software, and basic PC hardware.
• Understanding of IT environments with readiness and enthusiasm to learn new technologies and processes.
• Familiarity with user access management and standard IT support workflows.
Nice to have:
• ITIL certification or practical knowledge of ITIL frameworks is considered an asset.
• Previous experience in a technical support or helpdesk environment is advantageous.
• Additional language skills are a plus.
What we offer:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses
•
Contract type: Employment
•
Work mode: Hybrid - minimum 3 times per week WFO
•
Work Shift: Normal working hours
Overview of the Role
As a Technical Support Agent (Italian-Speaking) at HCLTech, you will play a vital role in ensuring seamless IT support for our clients’ end users. Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers. Your role is pivotal in upholding HCLTech’s reputation for exceptional client support and technical excellence.
Detailed Responsibilities
• Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.
• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.
• Administer and manage user access across various systems to ensure proper authorization and security.
• Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.
• Support and adhere to established ITIL processes and HCLTech operational standards.
Skill Requirements
•
Proficiency in Italian (minimum C1 level) and English (minimum B2 level), with excellent verbal and written communication skills.
• Demonstrated ability in customer handling, resourcefulness, and adaptability in dynamic scenarios.
• Strong working knowledge of Windows operating systems, MS Office suite, internet browsers, antivirus and firewall software, and basic PC hardware.
• Understanding of IT environments with readiness and enthusiasm to learn new technologies and processes.
• Familiarity with user access management and standard IT support workflows.
Nice to have:
• ITIL certification or practical knowledge of ITIL frameworks is considered an asset.
• Previous experience in a technical support or helpdesk environment is advantageous.
• Additional language skills are a plus.
What we offer:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses
🔍 Dekoder Ogłoszenia
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Senior IT Analyst with Italian and English
Pomimo tytułu 'Senior', zakres obowiązków opisany jako 'Technical Support Agent' sugeruje rolę bardziej operacyjną niż analityczną na wysokim poziomie.
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play a vital role in ensuring seamless IT support for our clients’ end users
Podkreśla znaczenie roli, ale może maskować rutynowe zadania związane z obsługą zgłoszeń.
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Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers.
Chociaż brzmi to ambitnie, głównym celem jest utrzymanie bieżącej pracy, a niekoniecznie wprowadzanie innowacji czy strategiczne usprawnienia.
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Your role is pivotal in upholding HCLTech’s reputation for exceptional client support and technical excellence.
Jest to standardowe stwierdzenie podkreślające wagę roli w kontekście reputacji firmy, co jest typowe dla wielu ogłoszeń.
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Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.
Opisuje podstawowe zadania wsparcia technicznego, które mogą być powtarzalne i niekoniecznie wymagają zaawansowanych umiejętności analitycznych.