Analyst (Support & Operations)
Poland
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Job Description
Analyst (Support & Operations)
Bielawa, Dolnoslaskie

Job Summary

Job Position: IT Analyst – Helpdesk\\\\r\\\\nDesignation: Sr. Analyst\\\\r\\\\n\\\\r\\\\nJob Description\\\\r\\\\n\\\\r\\\\n• Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer’s end users\\\\r\\\\n• Route problems to internal I.M. support staff.\\\\r\\\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\\\r\\\\n• Administer and provide User Access and Exit controls.\\\\r\\\\n• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\\\\\\\'s.\\\\r\\\\n• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.\\\\r\\\\n• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.\\\\r\\\\n• Projects: perform effectively as project team member as required for help desk projects and internal assignments.\\\\r\\\\n• Training: Be willing to participate in the job and commercial training designed to enhance skills and support capabilities.\\\\r\\\\n\\\\r\\\\nEligibility, Knowledge, Skills & Experience\\\\r\\\\n \\\\r\\\\n• Candidate needs to be at least B2 level in French language\\\\r\\\\n• 3-4 years of university education post High school (B.Sc. or Diploma)\\\\r\\\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks\\\\r\\\\n• Phone support experience necessary\\\\r\\\\n• Technical helpdesk or technical call center experience is necessary.\\\\r\\\\n• Disciplined, systematic problem-solving skills required.\\\\r\\\\n• Hands-on work experience with the following:\\\\r\\\\no Windows Operating systems: Windows 11, Windows 10\\\\r\\\\no Apple Operating systems: MacOS\\\\r\\\\n• Remote desktop connectivity applications: MS remote desktop, VMware\\\\r\\\\n• MS365 subscription\\\\r\\\\n• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,\\\\r\\\\n• Internet browsers (e.g. Google Chrome, Internet Explorer, Firefox),\\\\r\\\\n• VPN and remote dial-in users\\\\r\\\\n• Support for laptops, desktops, and printers\\\\r\\\\n• Android and iOS devices\\\\r\\\\n• Basic knowledge of ITIL\\\\r\\\\n• Basics of Computer Networking\\\\r\\\\n• Others: Adobe Acrobat and other common desktop applications\\\\r\\\\n

Key Responsibilities

Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer’s end users • Route problems to internal I.M. support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\'s. • Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems. • Projects: perform effectively as project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in the job and commercial training designed to enhance skills and support capabilities.

Skill Requirements

Candidate needs to be at least B2 level in French language • 3-4 years of university education post High school (B.Sc. or Diploma) • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks • Phone support experience necessary • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: o Windows Operating systems: Windows 11, Windows 10 o Apple Operating systems: MacOS • Remote desktop connectivity applications: MS remote desktop, VMware • MS365 subscription • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange, • Internet browsers (e.g. Google Chrome, Internet Explorer, Firefox), • VPN and remote dial-in users • Support for laptops, desktops, and printers • Android and iOS devices • Basic knowledge of ITIL • Basics of Computer Networking • Others: Adobe Acrobat and other common desktop applications

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.