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 self-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 service-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 follow-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 pre-approval for breaks or time off as required.
* Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.
REQUIREMENTS:
* Native/fluent in Dutch (C1), both oral and written. As well as proficiency in English (at least B2 level).
* 13 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 ServiceNow, 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.
* Excellent verbal and written communication in English.
* Strong problem-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
* Relocation support available, flight and accomodations
* 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