Service Desk Analyst (English) Budapest

Service Desk Analyst (English)
Budapest
Budapest, HU

Service Desk Analyst (English) About the job   Job Purpose:   To offer 1st level of IT support to contracted customers To help end-users by acting as a SPOC in resolving and/or addressing their IT issues and queries To provide support through email, chat, ITSM tool or phone To support our customers in the respective contracted languages To maintain and/or improve customer satisfaction by providing consistent support in relation to the issues presented To use and help improve the processes and procedures made available via the Knowledge Base documentation and other work rules or instructions and to efficiently search, identify and use valid solutions from any available sources To constantly monitor and escalate the issues, in accordance with the company processes, to ensure a high degree of customer satisfaction   Responsibilities:   Deal with software and connection-related issues Deal with common IT (software/ hardware) issues and queries Use automated diagnostic programs to solve network programs Use helpdesk software to call with descriptions of issues, progress, and solutions Escalate complex cases to other parties, internal or external Provide 1st line technical support to customers taking inquiries by phone, ticket, chat and email Troubleshoot basic computer related problems. Single point of contact for resolving customer issues related to the company's services in an SLA-based environment. Interact with customers in inbound and outbound channels, through good relational and communication skills aimed at increasing customer satisfaction Escalate different cases to other specific solver groups Provide accurate and creative solutions that meet pre-defined quality measures Supporting a client by identifying issues raised, then responding, escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelines   Requirements:   Good command of English and any other second language both written and verbal Effective communication with clients at every level Ability to find creative solutions to problems. An interest in the world of IT 24/7 availability The ability to work well with others and alone if needed. Excellent verbal and written communication skills To be flexible and open to change To be able to use a computer and the main software packages (MSOffice 365) confidently.   The benefits of this role in addition to base salary:   SZÉP Card Benefit: gross HUF 37, 000/month Sign-on bonus: HUF 180, 000 gross Union Private Health Insurance Fitness pass: 8 free sessions per month in the Life 1 and Gilda Max gyms Free online training programmes on Udemy and NorthStar Flexible hybrid working, remote work is possible Multicultural environment with 25+ Nationalities Our Employee Assistance Program can provide professional help with your mental and physical health, finances, and legal issues   About the company:   Getronics is an ICT Services group with an extensive history that extends over 130 years, and we have a large team with 4000+ employees in 22 countries. Our Hungarian operation is a team of 200+ employees and is undergoing rapid growth. Our services portfolio span across Cloud Services, Smart Spaces, Business Applications, Security & Compliance, Field&On-site Support, Service Desk and Network Services.   Getronics is full of diverse people focused on a common goal of reimagining the digital experience. Our strength is that we embrace, in fact rely on cultural differences and diversity to bring a wealth of perspectives to this one common cause. perspectives to this one common cause.