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, with 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.

• Very good written and verbal communication skills in Polish and German or Italian or French.
• At least 1 year of 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 different internet browsers.
• Minimum High School Degree (preferred College/University Degree or studies in progress).
• Ability to work in shifts between 7 am and 7 pm.
• Strong team player and strong analytical skills.

• Provide first level support to customers on IT requests and incidents involving software, hardware, desktops, and mobile devices.
• Assist users via telephone, email, voicemail, chat, web interface, and other channels.
• Identify and solve software and hardware problems by providing step-by-step instructions.
• Provide advanced PC support using remote control tools.
• Communicate effectively with team members, 2nd and 3rd Level technical teams, and end-users.
• Handle and document all incoming requests or incidents within agreed timeframes using IT Service Management tools.
• Follow up and escalate unresolved cases to appropriate IT teams such as Network, Server, or Application support.
• Log all contacts in the helpdesk tracking database in English while handling calls in other languages.