Service Desk Analyst with Italian or French and Polish (1st line)

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE is a purpose-led organization building a meaningful future through innovation, technology, and collective knowledge. Part of the Tata group, India's largest multinational business group, TCS has over 500,000 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 and NSE in India. TCS is recognized for its proactive stance on climate change and award-winning community work, earning a place in sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

• Minimum 1 year of experience in IT service desk or customer support/customer care/customer service.
• Very good written and verbal communication skills in Italian or French and Polish (mandatory).
• Good written and verbal communication skills in English.
• Good knowledge of Windows OS, Microsoft Office tools, and various Internet browsers.
• Ability to work in shifts (8 hours within 7 AM to 7 PM) and from the office located in Warsaw (Wola).
• Strong team player.
• Strong analytical skills.

• Provide first level support to customers for IT requests and incidents including software and hardware issues on desktops, mobile computers, and other mobile devices.
• Assist users via telephone, e-mail, voice mail, chat, web interface, and other channels.
• Identify and solve software and hardware problems by giving step-by-step instructions.
• Provide advanced support to customers’ PCs using remote control tools.
• Communicate effectively with team members, 2nd and 3rd Level technical teams, and end-users to process information related to incidents, service requests, queries, escalations, and meet SLAs.
• Handle and document all incoming requests or incidents within agreed timeframes using IT Service Management tools; own tickets throughout their lifecycle and ensure quality guidelines are met.
• Follow up on existing tickets and escalate unresolved cases to appropriate IT teams (Network, Server, Application, or other Support teams) to ensure timely resolution.
• Log all contacts in the helpdesk tracking database in English while handling calls in other languages.