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Employees Care IT with knowledge of Danish, Kraków, Poland

HCL Poland Sp. z o.o. Zabierzów, Kraków, Poland, is looking for 2 Employee Care IT with knowledge of Danish.

Job description:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, chat, and assigned tickets from users;
  • Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
  • Provide level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in on-going training and departmental development.
  • Provide knowledge transfer of EUC operations.

Relevant requirements:

  • 3-4 yrs of University education post High school (B.Sc. or Diploma). Ideally 6 months - 3 years of support experience with problem solving involving hardware, involving hardware, software, and networks.
  • Client Service.
  • Certification requirements:
  • Preferred MCP/MSCE/MSCA or HDI
  • CSS, ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change
  • Management preferred.
  • Disciplined, systematic problem solving skills required.
  • Phone & Chat support experience necessary.
  • Technical helpdesk or technical call center experience is necessary. Hands-on work experience with the following: Windows Operating systems, Clients: Windows7, Windows 8, Windows 10 & MAC, Knowledge of Active Directory, Exchange, ITSM ticketing tools such as Remedy & Service Now, User account creation for Active Directory, Exchange Mailboxes, Distribution lists, Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio, Internet browsers (e.g. Explorer, Chrome, Firefox), Troubleshooting VPN issues, Support for laptop, desktops, and printers,
  • Handheld device support - Iphone and Ipad, Others: Adobe Acrobat and other common desktop applications like Winzip, etc
  • Soft Skills: Excellent communication and conversation skills (Verbal and Written),
  • Good documentation skills,
  • Good working knowledge of MS OFFICE (Including MS Project and Visio),
  • Should have a great customer handling skills, Able to handle unforeseen situations,
  • High level of acceptance,
  • Can drive HCL’s value and its methodology seniority 0.06

Salary PLN 8000/montly gross

Working hours 40 pr. week,

2-shifts work, working hours: 8.00-18.00


If you're interested in the vacancy, send your CV to:, giving refference number: 5188

(from EURES Poland)


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