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

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE is part of the Tata group, India's largest multinational business group, employing over 500,000 consultants across 46 countries. The company achieved 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 climate change stance and sustainability efforts, included in indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

• Very good written and verbal communication skills in Polish and one of the following: German, Italian, or French.
• Minimum 1 year experience in customer care/support or IT service desk.
• Good written and verbal communication skills in English.
• Good knowledge of Windows OS, Microsoft Office tools, and various Internet browsers.
• Minimum High School Degree; College/University degree or studies in progress preferred.
• Ability to work shifts between 7 am and 7 pm and work from the office in Warsaw (Wola).
• Strong team player with strong analytical skills.

• Provide first level support to customers for IT requests and incidents involving software and hardware, including desktops and mobile devices.
• Assist users over telephone, e-mail, voicemail, chat, web interface, and other channels.
• Identify and solve software and hardware issues via step-by-step instructions.
• Deliver advanced support via remote control tools.
• Communicate with team members, 2nd and 3rd level teams, and end-users to handle incidents, service requests, queries, escalations, ensuring SLA compliance.
• Document all incoming requests/incidents in the IT Service Management tool and own tickets throughout their lifecycle.
• Follow up on tickets, escalate unresolved cases to appropriate IT teams including Network, Server, and Application support.
• Log all contacts in the helpdesk tracking database in English while handling calls in other languages.