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Service Desk Analyst
hace 2 meses
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.
