IT Support Agent (with foreign languages)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As a Senior Customer Service Advisor, you will play a key role in delivering high-quality IT support and ensuring a seamless user experience for our clients. You will take ownership of incidents and service requests from initial contact through resolution, leveraging your technical expertise and customer-focused approach. By contributing to service excellence, process optimization, and automation initiatives, you will help drive continuous improvement across the IT Service Desk environment.

Your tasks

• Provide IT support to end users via phone, email, and other communication channels in line with agreed SLAs.
• Register, categorize, and manage incidents and service requests using ticketing tools such as ServiceNow.
• Perform initial troubleshooting and diagnosis of hardware, software, network, and Microsoft 365-related issues.
• Monitor ticket queues and ensure timely resolution of assigned requests.
• Deliver end-to-end ownership of user issues, including regular follow-up and status updates.
• Resolve incidents at first contact whenever possible while maintaining high service quality standards.
• Escalate complex issues to appropriate support teams and collaborate on critical incidents.
• Support continuous improvement, service optimization, and automation initiatives within the support environment.

Your profile

• Proven experience in a Customer Service, Service Desk, or IT Support role (2+ years preferred).
• Strong communication and active listening skills with the ability to explain technical topics to non-technical users.
• Good knowledge of Windows operating systems, Microsoft Office/Microsoft 365, printers, and end-user applications.
• Familiarity with ticketing platforms such as ServiceNow or comparable ITSM tools.
• Understanding of SLA, KPI, and service management principles.
• Knowledge of networking fundamentals, including LAN, WLAN, WAN, and basic VPN troubleshooting.
• Strong analytical thinking, problem-solving skills, and customer-centric mindset.
• Collaborative team player with adaptability, accountability, and a proactive can-do attitude.

What You'll love about working here

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.