Service Desk Analyst with Swedish (Budapest)

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Swedish speaking Service Desk Analyst for their Budapest office.

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.