Sr Analyst
Poland
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Job Description
Sr Analyst
Kraków, Małopolskie

Job Summary

Provide first-level technical support to end users, delivering prompt, high-quality assistance in Turkish, and ensuring resolution of IT issues while meeting SLA and customer satisfaction targets.

Key Responsibilities

Act as the point of contact for Turkish-speaking users Log, categorize, and prioritize incidents/service requests in ticketing tools (e.g., ServiceNow) Provide first-call resolution (FCR) for standard IT issues (password reset, access issues, basic troubleshooting) Perform remote troubleshooting for desktops, laptops, applications, and network connectivity Escalate unresolved issues to L2/L3 support with proper documentation Follow ITIL processes (Incident, Request, Knowledge Management) Maintain accurate ticket updates, closure notes, and documentation

Skill Requirements

Windows OS, MS Office / M365 VPN, Outlook, basic network troubleshooting Active Directory (user account management) Endpoint and application support Strong customer service orientation Effective communication in Turkish & English Basic troubleshooting and analytical skills Ability to work in a rotational shift and weekend

Other Requirements

Provide fluent verbal and written support in Turkish Ensure clear, professional, and customer-friendly communication Collaborate with global teams and stakeholders when required (English proficiency expected)
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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.