Senior IT Helpdesk Analyst with Slovak & English

Nasze wymagania: Fluency in Slovak (minimum B2) and proficiency in English (minimum B2), both verbal and written. At least 1 year of experience in IT customer service and technical support. Solid understanding of IT environments, with a willingness and ability to quickly learn new technologies and processes. Good working knowledge of Windows operating systems, MS Office, Internet browsers, antivirus and firewall software, and PC hardware. Strong problem-solving skills, with the ability to identify issues, research solutions, and guide clients through corrective steps. Excellent communication and conversation skills, demonstrating empathy and clarity in all interactions. Mile widziane: Knowledge of ITIL best practices is an asset. Previous experience with ticketing and call tracking systems. Demonstrated ability to handle unforeseen situations with resourcefulness and composure. Strong customer-handling skills and a proactive approach to acquiring new information. O projekcie: As a Senior IT Helpdesk Analyst with Slovak & English, you will play a pivotal role in providing technical support to Slovak-speaking clients and ensuring seamless operation of IT systems. Your expertise will be instrumental in diagnosing and resolving hardware, software, and network issues, contributing to the reliability and efficiency of client environments. This role is critical to maintaining high customer satisfaction and upholding HCLTech’s reputation for world-class support. Zakres obowiązków: Serve as the primary point of contact for Slovak-speaking clients, addressing helpdesk queries and technical issues via telephone. Diagnose and resolve hardware, software, and network problems for end users, ensuring timely and effective solutions. Route unresolved issues to appropriate internal support groups for further investigation. Collaborate with vendors and internal support staff to obtain and share technical knowledge, facilitating comprehensive problem resolution. Administer and manage user access across various systems, adhering to security and compliance standards. Document all support activities, issues, and resolutions using the Call Tracking System, ensuring accurate and timely record-keeping. Assist with equipment configuration, backup maintenance, and software installation/de-installation as needed. Maintain strong customer relationships through excellent communication, professionalism, and resourcefulness. Oferujemy: Life insurance Private medical care MultiSport Card Subsidies for glasses Subsidies for language courses Christmas and holiday bonuses