Polish-speaking Service Desk Agent in Budapest, Hungary

Job description:

Description

We are looking for an Associate Technical Support Analyst to join a global IT services and consulting company in Budapest, Hungary!Our client is a leading multinational provider of digital transformation, consulting, and business re-engineering services and solutions. With a strong focus on innovation and client-centric strategies, the company empowers organizations globally to leverage technology for better operational efficiency and growth across various industries. The IT Service Desk Analyst will provide first line technical support to users and will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user’s technical issues, which may range from basic troubleshooting to more complicated technical issues. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role.You need to be already be living in Budapest to be considered for this role. What will you do?Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.Ensure that issues are resolved within ticket life cycleCo-ordination between users and resolver groups (if necessary)Incident handling and escalation managementWork independently and within a teamCommunicate well with internal and external contactsManage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team membersAll KPI related tasks must be followed & adhered to avoid business impactTo ensure that breaks are pre-approved by SME, Team Leader or Managerescalate unresolved calls to the resolution support teamTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerTo maintain a high degree of customer service for all support queries and adhere to all service management principlesWork onsite from the office on all working daysCandidate profileNative/C1/B2 level proficiency in Polish and excellent English communication1st to 2nd level support experience, either onsite or remoteStrong problem-solving, communication, and analytical skillsKnowledge of application support, IT service desk, or software developmentFamiliarity with SDLC, OS components, and database technologiesHands-on experience with ITSM tools (e.g., HPSM, BMC Remedy, ServiceNow)ITIL knowledge or certification is a plusCertifications such as ITIL, MCSE, or similar (optional)Self-motivated and customer-service focused personalityAbility to manage tasks independently in a team environmentAlready living in Budapest, HungaryAre you passionate about solving problems, supporting users, and working in a multilingual environment? Take the next step in your IT career and apply now!Worldwiders Global RecruitmentWorldwiders is a global B2B recruitment company specializing in executive search and specialist recruitment, connecting top talent with prestigious opportunities worldwide. With over 5000 successful placements and 400+ partners across 40+ countries, we provide tailor-made recruitment solutions that drive both career growth and organizational success.