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Service Desk Jobs In Krakow

IT Infrastructure Management Services

HCL's IT Infrastructure Management Services business is focused on addressing the growing demand for the cost-effective management of technology infrastructure across geographically dispersed locations. HCL ISD provides a true partner experience through flexible engagement models and mature and proven frameworks and methodologies for operations and transformation. While focusing on improving infrastructure processes and deploying innovative ideas to continuously improve IT operations HCL ISD also provides an IT managed services model to integrate IT operations management.

Service Desk

At HCL, we recognise that Service Desk facility is one of the basic requirements for our customers. We strive hard to provide excellent service quality to all our customers. In our endeavour to serve our customers better, we seek service desk professionals with relevant domain expertise and experience across the levels including L1 Analysts, L2 Administrators and L3 Consultants to with our high performance teams at HCL’s delivery centre in Poland.

Location:
Krakow, Poland

Experience

1 - 10 Years

Skill Required

  • Excellent Communication skills
  • Excellent Interpersonal skills  
  • Excellent Analytical skills
  • Ability to multi task
  • Fluent in any one or more of the languages below ( Primary language) :
    • English  French  German  Spanish  Italian  Portuguese  Polish  Dutch  Russian  Czech
    • Hungarian  Danish  Turkish  Slovak  Bulgarian  Swedish  Serbian  Finnish  Romanian
  • English language fluency is a mandatory requirement for all the roles in addition to any of the primary language skills as required above

Requirements / Qualifications

  • Graduation in engineering
  • 2 - 8 years of domain experience
  • Experience in Windows OS and networking
  • Experience in Account Management
  • Ability to solve complex problem
  • Willing to work in shifts

L1 Analyst

L2 Administrators

L3 Consultants

Responsibilities

L1 Analyst

  • Experience in EUC Desktop / Laptop & POS trouble shooting
  • Knowledge in Windows OS & Networking
  • Knowledge in installation of OS / hardware / software & applications

Responsibilities

L2 Administrators

  • Knowledge in general current IT issues
  • Certification in ITIL Foundation
  • Responsible for providing Reports on SLA compliance and Service Desk Metrics
  • Responsible for
    • Ensuring the smooth day to day running of the Service Desk operations
    • Ensuring IT Service Desk staff coverage, and SLA compliance
  • Escalation point for Service Desk related queries and concerns
  • Manage global account management duties including user creation, password resetting and other related tasks
  • Manage Critical Incident management team
    • To develop and guide the team members in enhancing their technical capabilities and increasing productivity
    • To monitor and track tickets/change requests and manage SLAs
    • To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
    • To work towards continuous improvement and perform root cause analysis on an ongoing basis

Responsibilities

L3 Consultants

  • Provide operational updates, service reports and highlight problematic areas within EUC services services( SD, GAM,RDS , Process and tools )
  • Develop and implement a strategy to ensure operational service levels are met or exceeded and develop contingency plans as necessary to address incidents or resolve service related issues
  • Analyze Daily, Weekly , Monthly Trends and report to HCL & Customer management through weekly and monthly review calls
  • Lead and develop operational staff
  • Develop and complete projects within scoped timeframes and ensure resources are being utilized fully and effectively
  • Create and submit necessary status reports
  • Train and mentor the team members

Application Form

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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.