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Service Desk Lead with English

HCL Poland

HCL Poland

Opolska 112

Prądnik Czerwony


Technologies we use


  • Active Directory

Operating system

Your responsibilities

  • Responsible for all the activities of Service Desk Team

  • Manage & share the workload during the shift

  • Drives the efficiency and effectiveness of the Incident Management process

  • Provide reports and management information

  • Allocate agents to tasks like queue monitoring/phone/mailbox etc as and when necessary

  • Deals with all the complaints & detects possible problems

  • Pass necessary updates to the shift

  • Barges & delivers feedbacks to agent calls

  • Tracks the progress of a all Service Calls in his shift during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary

  • Ensures that the Service desk Agent communicate (internally / externally) about escalated Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA

  • Ensure quality of Incident Records and Incident Database

  • Serves as an escalation point within the Incident Management process during his shift, able to engage next level of management support when Service Desk Agent informs him that thresholds are violated

  • Responsible for customer satisfaction, which involves discussing concerns with unhappy or angry customers and reviewing the result of customer satisfaction survey, A full report must be produced for all customer complaints and actions taken to avoid repetition of same complaints. If poor results are returned in a customer satisfaction survey, the shift leader must prepare a report detailing why the poor result occurred and implement actions to bring the satisfaction level back to the required levels of service

  • Develop and maintain Training Plan

  • Ensure shift handover

Our requirements

• Language skills: Fluent English (written and spoken)

• Must have basic to advanced technical skills

• Must be business-focused and have good understanding of the business units within AMD & ability to priorities work

• Excellent communication skills (active listening skills)

• Must be diplomatic and must have interpersonal skills

• Ability to understand the business objectives

• Must have team spirit

• Professional code of conduct

• Must have extensive knowledge of remote access processes for assisting First Level

• Must have a good understanding of the organization and their infrastructure

• Must be able to deal with stress

• Evolving management & leadership skills

• Must have basic technical knowledge of all technology used for the business processes

• Must have empathy with users

Tech Skills

• ITIL Foundation

• Experience in Service Desk focusing on aspects such us: Incident, Problem, and Change Management

• Technical helpdesk or technical call center experience is necessary

• Disciplined, systematic problem solving skills required

Strong background in:

• Windows Operating systems, both client and Server side, Apple MacOS is a plus

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• MS Active Directory, covering remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• Applications:

- MS Office Suite (XP, 2003, 2007): incl.: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

- MS O365 package

- MS Teams

- Internet browsers (e.g. Explorer, Chrome, Firefox)

- Other common desktop applications like Adobe Acrobat, Winzip, etc.

• VPN and remote dial-in users

• Support for laptop, desktops, and printers

• Mobile devices management and troubleshooting (iOS and Android)

• ITSM ticketing tools such as Remedy, ServiceNow etc.

What we offer

  • Life insurance

  • Private healthcare

  • MultiSport Card

  • Clear career path in a growing multinational organization


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • retirement pension plan

  • extra social benefits

  • employee referral program

  • charity initiatives

Recruitment stages





Technical & HR Interview


Offer Rollout

At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.

Please, read our Candidate Data Privacy:

HCL Poland

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 30, 2022 totaled $12.1 billion. To learn how we can supercharge progress for you, visit

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