Service Desk Analyst (German & Polish)

Technologies we use

Expected

• Windows

Your responsibilities

• Resolve IT requests and incidents across software, hardware, laptops and mobile devices, by phone, chat, email and our self-service portal
• Connect remotely to users' devices to fix issues directly and guide users step by step
• Own each ticket from start to finish, with clear, high-quality records in our IT Service Management tool (AI-supported logging and English documentation)
• Work with 2nd and 3rd level teams (Network, Server, Application and others) to escalate and resolve cases on time and within agreed service levels (SLAs)
• Spot problems before users do: flag recurring issues and trends, and suggest ideas for automation and self-help
• Help users get the most from their applications and digital tools, and support their adoption of new technology
• Support users in German and Polish, with AI-assisted translation to and from English that you review for accuracy

Our requirements

• Very good command of German and Polish, with good communication skills in English
• Flexibility to work in a 24/7 shift model, including weekends. Working across different shifts gives you broader exposure, varied experience and the opportunity to support users in a truly global environment
• Interest in IT, technology and troubleshooting
• A customer-focused mindset and willingness to help others
• Strong analytical and communication skills
• A logical, step-by-step approach to solving problems
• Willingness to learn new technologies, tools and processes
• Basic knowledge of Windows, Microsoft 365, hardware or IT support concepts is an advantage
• Previous Service Desk or technical support experience is welcome, but not essential

What we offer

• Remote work
• 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
• Access to wide range of learning & development platforms
• Discounted theatre tickets
• Work in a multicultural environment

Benefits

• 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