Analyst (Support & Operations)

Analyst (Support & Operations) Kraków, Małopolskie Job Summary

Role Title:Helpdesk L1 (Language-Based – Dutch)

First point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction.

Key Responsibilities

• Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Maintain accurate ticket documentation
• Provide excellent customer service with cultural sensitivity Skill Requirements

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• Fluency in assigned language (C1/C2 preferred) + English
• Basic IT troubleshooting knowledge
• Familiarity with ticketing tools (ServiceNow, Remedy, etc.)
• Good communication and customer handling skills Other Requirements

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0–3 years (freshers with language certification can be considered)