Service Desk Analyst
2024-09-26
Hungary
JUJUR
Position: Service Desk AnalystLocation: Anywhere in HungaryWork model: WFHEmployment type: Full-timeDUTIES 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 French, both oral and written. Fluent in English (at least B2 level)
Level of expertise L1 – L2 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.
WFH work model
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 French, both oral and written. Fluent in English (at least B2 level)
Level of expertise L1 – L2 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.
WFH work model