Service Desk Analyst

Service Desk Analyst
Viseu
Viseu, Viseu District, Portugal

We are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Polish speaking Service Desk Analyst for their Budapest office.

Position: Service Desk Analyst

Location: Budapest, Hungary

Work model: onsite

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for users via phone, chat, email, and
  - service portal for IT-related issues and service requests
• Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
• Ensure timely resolution of user issues within defined
  - level agreements (SLAs) and ticket lifecycles.
• Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.
• Manage incident handling, escalation processes, and
  - up communications effectively.
• Take ownership of user issues, monitor progress, and provide regular updates until closure.
• Maintain a high level of customer service and professionalism in all interactions.
• Work independently as well as collaboratively within a team environment.
• Handle multiple tasks and priorities efficiently with minimal supervision.
• Adhere to company and client policies, procedures, and quality standards.
• Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
• Ensure schedule adherence, including obtaining
  - approval for breaks or time off as required.
• Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.

REQUIREMENTS:

• Fluent in Polish, both oral and written. As well as proficiency in English.
• 1-3 years in IT Service Desk, Application Support, or Technical Support (L1L2).
• Bachelors degree in IT, Computer Science, or a related field (or equivalent experience).
• Familiarity with ITSM tools such as Service
  Now, BMC Remedy, HPSM, or CA Service Desk.
• Understanding of IT concepts such as SDLC, operating systems, and database technologies.
• Experience in SAP or other enterprise applications support.
• ITIL Foundation, MCSE, or equivalent.
• Strong
  - solving and analytical abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage time effectively and remain organized under pressure.
• Self-motivated, proactive, and adaptable in a dynamic work environment.

BENEFITS:

• Comprehensive medical coverage
• Access to 5, 000+ free courses, practice tools, and certifications, focusing on advanced technologies
• Attractive salary and allowances based on role and experience
• 4 weeks of paid vacation annually
• Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie