Senior IT Helpdesk Analyst (German & English)

Quick Facts

• Role: Senior IT Helpdesk Analyst (German & English)
• Work model: Hybrid (3 days/week in the office in Krakow)

Description

You will support German-speaking customers through help desk queries by diagnosing hardware, software, and network problems. The role focuses on identifying issues, researching answers, and guiding end users through corrective steps, including equipment configuration, backup maintenance, and software installation/de-installation. You will document and manage tickets and requests in a call tracking system and administer user access in various systems.

Responsibilities

• Diagnose and resolve hardware/software/network issues via phone for end users
• Route problems to internal support groups
• Coordinate with vendors and work with support staff to obtain technical knowledge
• Administer user access in various systems
• Use a call tracking system to document and manage problems, work requests, resolutions, and circumventions

Requirements

• Fluent German (min B2) and good English (B2)
• 1 year of previous IT experience (Customer Service & Technical Support)
• Understanding of the IT environment and readiness to learn new processes and technologies
• Working knowledge of Windows OS, MS Office, Internet browsers, antivirus, and firewall software, plus PC hardware
• ITIL knowledge is an asset
• Excellent written and verbal communication skills

Benefits

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses