Sr Analyst

Job Description

Sr Analyst

Kraków, Maopolskie

Job Summary

A service desk is the central point of contact between users and an organization's IT department, handling technical issues, service requests, and queries. Unlike a traditional helpdesk, it takes a proactive approach by managing incidents, service requests, and changes to IT systems, ensuring minimal downtime and maintaining business continuity. It supports enterprise-wide service delivery, operational continuity, and IT management efficiency.

Key Roles and Responsibilities

1. Service Desk Agent / Analyst

• First point of contact for users via phone, email, or service portal
• Log, categorize, and prioritize incidents to ensure timely resolution
• Provide initial diagnosis and resolve basic technical issues, escalating complex problems to specialists
• Maintain records of incidents and service requests, ensuring accurate documentation for reporting and analysis
• Deliver excellent customer service, communicating updates and guidance clearly to users

2. IT Support Specialist / Technician

• Handles complex technical issues beyond the scope of front-line agents, such as network failures, server problems, or software malfunctions
• Performs advanced troubleshooting and implements solutions requiring specialized knowledge
• Supports agents by providing technical guidance and ensuring efficient problem resolution

3. Service Desk Manager / Supervisor

• Oversees daily operations of the service desk, ensuring SLAs are met and service quality is maintained
• Manages the team, coordinating tasks, supervising agents, and handling escalations
• Analyzes performance metrics and generates reports to inform management decisions and improve service delivery
• Implements IT policies and procedures, ensuring compliance, security, and optimal IT infrastructure functionality

Key Responsibilities

SD- French

Skill Requirements

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.