Senior IT Analyst with French, Polish and English

HCL

Tech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7BContract type: Employment

Work mode: Hybrid - minimum 3-4 times per month WFO (only morning shift)

Work Shift: Rotational shift (morning, afternoon and night (7 PM - 2:30 AM CET))

Overview of the RoleAs a Technical Support Agent (French-Speaking) at HCL

Tech, you will play a vital role in ensuring seamless IT support for our clients’ end users. Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers. Your role is pivotal in upholding HCL

Tech’s reputation for exceptional client support and technical excellence.

Detailed Responsibilities

Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.

Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.

Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.

Route complex problems to the appropriate internal support teams and coordinate escalations as needed.

Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.

Administer and manage user access across various systems to ensure proper authorization and security.

Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.

Support and adhere to established ITIL processes and HCL

Tech operational standards.

Skill Requirements

Proficiency in French and Polish (minimum C1 level) English (minimum B2 level), with excellent verbal and written communication skills.

Demonstrated ability in customer handling, resourcefulness, and adaptability in dynamic scenarios.

Strong working knowledge of Windows operating systems, MS Office suite, internet browsers, antivirus and firewall software, and basic PC hardware.

Understanding of IT environments with readiness and enthusiasm to learn new technologies and processes.

Familiarity with user access management and standard IT support workflows.

Nice to have:

ITIL certification or practical knowledge of ITIL frameworks is considered an asset.

Previous experience in a technical support or helpdesk environment is advantageous.

What we offer:

Life insurance

• Private medical care
• Multi
• Sport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses