Service Desk Analyst (1st line) with Polish and German/Italian

Technologies we use

Expected

• Windows Server
• Office 365
• SAP

Operating system

• Windows

Your responsibilities

• Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues
• 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.
• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users 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, escalate unsolved 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).

Our requirements

• 0,5+ year of experience within customer care/support or IT service desk
• Very good written and verbal communication skills in Polish and German/Italian
• Good written and verbal communication skills in English
• Availability to work from the office 2 days per week
• Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
• Customer centricity
• Strong Team Player
• Strong analytical skills

What we offer

• Hybrid work model (at least 2 days/week from the office)
• Competitive salary with annual salary reviews
• Opportunity to use foreign languages and the newest technologies on a daily basis
• Indefinite period employment contract after probation period
• 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
• Private life insurance
• Discounted theatre tickets
• Work in a multicultural environment

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• corporate sports team
• saving & investment scheme
• no dress code
• coffee / tea
• parking space for employees
• employee referral program
• charity initiatives

Recruitment stages

• Language and knowledge check
• Interview with the manager

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief. A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $22.2 billion in the fiscal year ended March 31, 2021, and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

This is how we work