Service Desk Analyst

Position: Service Desk Analyst

Location: Anywhere in Hungary

Work model: WFH

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Handle incoming contact from users through phone calls, chat and emails regarding IT issues and queries in a timely manner
• Troubleshoot desktop, application related issues on users machine using remote tools
• Troubleshoot issues on iOS and Android devices
• Determine and isolate source of computer problems (hardware, software, user access, etc.)
• Take ownership and responsibility of any issues from start to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Document resolutions for future reference
• Incident handling and escalation management
• Follow and adhere to all KPI related tasks to avoid business impact
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Perform any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.

REQUIREMENTS:

• Native/fluent in French, both oral and written. Fluent in English (at least B2 level)
• Level of expertise L1 – L2 support
• Excellent communication skills (both oral and written)
• Prior experience in Application support/Software development, IT Service Desk
• Understanding of SDLC, database technology, OS components would be useful
• Hands on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
• Knowledge of ITIL processes and procedures would be an added advantage
• Self-motivated, gains satisfaction from providing excellent customer service
• Problem solving abilities, strong logical analytics
• Ability to multi-task, handling multiple assignments simultaneously
• Able to work independently and as a part of the team.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential.
• WFH work model