Senior IT Analyst with French, Polish and English

HCLTech 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 $14.7B

• Contract 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 Role

As a Technical Support Agent (French-Speaking) at HCLTech, 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 HCLTech’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 HCLTech 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
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses