Service Desk Analyst
hace 17 horas
David Kennedy Recruitment is working with a leading Outsourcing / BPO consultancy who is seeking to onboard a Swedish speaking Service Desk Analyst for their Budapest office.
Position : Service Desk Analyst
Location : Budapest, Hungary
Work model : hybrid
Employment type : Full-time
Remuneration : Base salary.
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' machines using remote tools.
- Troubleshoot issues on iOS and Android devices.
- Determine and isolate the source of computer problems (hardware, software, user access, etc.).
- Take ownership and responsibility for any issues from start to successful resolution.
- Escalate issues and involve experts wherever required 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 Swedish, both oral and written. Fluent in English (at least B2 level).
- Level of expertise L1 – L2 On-site or Remote 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 with 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 a positive and friendly atmosphere.
- Guidance and tools to reach your full potential.
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