Application Support Specialist – IT Helpdesk (Dutch, English, Polish)

About the project

As an Application Support Specialist within the Digital Support (DS) team, you will serve as the primary contact for IT service-related requests from Volvo Group dealers across multiple regions. Your role is pivotal in ensuring seamless operation of business-critical applications, delivering exceptional customer support, and maintaining high service standards for Volvo Group brands. This position demands strong technical expertise, multilingual proficiency, and outstanding interpersonal skills to resolve complex issues in a dynamic, fast-paced environment.

Your responsibilities

• Receive and respond to phone calls and service requests (SR) from end users, ensuring accurate registration and documentation.
• Troubleshoot and resolve SRs utilizing knowledge of Volvo business applications, personal expertise, knowledge base resources, vendor literature, and collaboration with team members.
• Escalate and transfer SRs to relevant Support Groups (SG) as needed, maintaining comprehensive follow-up and tracking.
• Keep users informed of the progress and status of their SRs, ensuring transparent communication and high customer satisfaction.
• Engage directly with customers and users from Sweden, Finland, Norway, and Denmark via phone and email.
• Solve technical and business-related issues impacting Volvo Dealer and Workshop applications.
• Adhere to established DS rules, procedures, ITIL guidelines, and best practices in registering, closing, monitoring, and following up on service requests.
• Take ownership of team SRs, contributing to collective goals and operational excellence as a member of the Global DS Organization.

Our requirements

• Proven IT helpdesk experience, with hands-on knowledge of ticketing tools (preferably ITSM).
• Fluency in Dutch, English, and Polish (C2 level/native required; C1 acceptable in exceptional cases).
• Strong analytical and troubleshooting skills, with a demonstrated ability to resolve complex technical issues.
• Exceptional soft skills, including conflict resolution and de-escalation abilities.
• Willingness to support customers and thrive in a high-pressure, customer-facing environment.
• Familiarity with ITIL frameworks and best practices.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Optional

• Prior experience supporting business applications in automotive or industrial domains is advantageous.
• Certifications in ITSM, ITIL, or related fields are preferred.
• Multicultural and international work experience is a plus.

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
• holiday funds

Recruitment stages

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

Career Development Opportunities:

HCLTech is committed to your professional growth and development. Employees benefit from access to world-class training programs, career advancement pathways, and opportunities to work on global projects with industry leaders. You will have the chance to expand your technical and leadership skills, participate in cross-functional teams, and progress towards senior roles within the organization. HCLTech values continuous learning and invests in the long-term success of its workforce.

Please, read our Candidate Data Privacy: https://www.hcltech.com/candidate-privacy-notice

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.