Service Desk Analyst

hace 2 semanas

Madrid, España David Kennedy Recruitment A tiempo completo

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 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 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 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.

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