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Service Desk Analyst with French

  • Kraków, małopolskie
  • Specjalista
  • 06.05.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    HSBC Service Delivery (Polska) Sp. z o.o. is a part of HSBC Holdings plc, the parent company of the HSBC Group, headquartered in London. The Group serves customers worldwide from over 6,300 offices in over 75 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa. HSBC is one of the world’s largest banking and financial services organisations. Currently, we are looking for a candidate for the position of:

    Service Desk Analyst with French
    Location: Kraków
    Ref No: ITOps/SDA/F/02/2019

    Service Desk Analyst is responsible for providing first line technical support to internal users with a focus on delivering excellent customer experience. They respond to users’ calls, analyze issues and perform required troubleshooting as per procedures. Service Desk Analyst logs all incidents in the system along with the description and steps taken and when needed transfers the incidents to second/third line of support. Service Desk Analyst handles also tickets raised directly by users through internal non-voice channel.

    Key Accountabilities:

    • Provide technical support to internal users with a focus on delivering excellent customer experience.
    • Understand the customer’s issue and ensure that the necessary action is carried out to resolve it.
    • Resolve a high percentage of calls at first point of contact through the use of the knowledge base.
    • Raise incidents/tickets to escalate problems to second and third level support areas as appropriate.
    • Document incidents properly with accordance to quality standards.
    • Ensure that the ticket kickback/errors are maintained low.
    • Handle optimal number of calls/tickets based on volume.
    • Focus on identifying projects/opportunities for process improvement to eliminate calls.
    • Provide support to the Team and Team Leaders/Manager.


    • Fluent French Language – written and spoken,
    • Intermediate English language – written and spoken,
    • Excellent interpersonal and communication skills,
    • Proactive and self-motivated attitude,
    • Experience in international and multicultural environment,
    • Quick learner with an ability to share knowledge,
    • Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations,
    • Great analytics thinking and problem solving skills,
    • Basic knowledge of IT infrastructure and good knowledge of MS Office tools,
    • Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset.

    We offer:

    • Stable job in professional team which might be a good career start point or continuation in dynamic IT environment,
    • Comprehensive training for new joiners,
    • Home office days,
    • Car parking few minutes away from the office,
    • Relax room (with massage chairs and area for yoga/stretch),
    • Bicycle racks in the underground garage and around the office; showers dedicated to cyclists,
    • Game room (with Xbox, PS consoles and foosball table),
    • Fresh fruit on the floor and good coffee in the kitchen,
    • Team building events,
    • Internal learning sessions,
    • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport.


    To apply for this position please send your curriculum vitae in English including reference number, using "Apply now" button below.

    Applications sent to us will be taken into consideration only if they include the following statement:
    I hereby declare that I have familiarized myself with the Privacy Statement for Applicants published at http://www.about.hsbc.pl/careers and I hereby give consent for personal data included in my application to be processed for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).”
    In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: [email protected]