Senior Analyst - English, French, Microsoft… at HCLTech · Krakow

Job Summary

The Service Desk L1 Analyst provides first-level IT support to end users via phone, email, chat, and ticketing platforms. The role is responsible for handling incidents and service requests, troubleshooting common technical issues, and delivering high-quality customer service in Slovenian and English. The analyst ensures timely issue resolution, adherence to SLA commitments, and escalation of complex issues to higher support teams when required.

Key Responsibilities

Provide first-line technical support to users in Slovenian and English. Log, categorize, prioritize, and track incidents and service requests using ITSM tools. Troubleshoot and resolve common issues related to hardware, software, operating systems, Microsoft 365, email, printers, VPN, and network connectivity. Perform password resets, account unlocks, and basic user administration activities. Escalate unresolved or complex issues to L2/L3 support teams following established procedures. Communicate effectively with users regarding ticket status, progress, and resolutions. Maintain accurate documentation of incidents, troubleshooting activities, and resolutions. Adhere to ITIL-based Incident, Request, and Knowledge Management processes. Meet agreed SLA, quality, productivity, and customer satisfaction targets. Contribute to knowledge management and continuous service improvement initiatives.

Skill Requirements

Fluent Slovenian Language Skills (Read, Write, Speak) Service Desk / Technical Support Incident & Request Management Customer Service and Communication Skills ITSM Tools (ServiceNow, Remedy, Jira, etc.) Microsoft Windows Operating Systems Microsoft 365 Applications Active Directory User Administration VPN and Basic Network Troubleshooting Remote Support Tools Knowledge Management.

Other Requirements

1-3 years of experience in IT Service Desk, Technical Support, or Customer Support environments.