Service Desk Analyst - Budapest

Company: Jsan Consulting
Your Application: You have not applied yet
Location: Budapest, Hungría
Allows working from home: Yes
Employer Email:
Should be fluent in any of the languages like German or Finnish or French or Swedish or Norwegian

Level of expertise L1 L2 On-site Or Remote Support

Excellent communication skills and telephone manner.

Application Support: Prior experience in Application support/Software development,

IT Service Desk

IT Awareness: Understanding of SDLC, database technology, OS components would

Be useful

Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools,

CA Service Desk

ITIL: Knowledge of ITIL processes and procedures would be an added advantage

Act as a single point of contact for phone calls, chat and emails from users regarding

IT issues and queries

Record incident resolutions in the Help Desk tool based on user communication via

phone, email, chat etc.

Ensure that issues are resolved within ticket life cycle

Co-ordination between users and resolver groups (if necessary)

Incident handling and escalation management

Work independently and within a team.  Communicate well with internal and external contacts.  Manage multiple assignments simultaneously without any / minimal guidance
or help from seniors or peers team members.  Adhere to Tech Mahindra and clients procedures, policies and guidelines.  All KPI related tasks must be followed & adhered to avoid business impact.  To ensure that breaks are pre-approved by SME, Team Leader or Manager

Strong problem resolution skills.  Escalate unresolved calls to the resolution support team .Take ownership of user problems and follow up the status of problems on behalf of

the user and communicate progress in a timely manner.  To maintain a high degree of customer service for all support queries and adhere to

all service management principles.  Any additional ad hoc tasks that may contribute to a better service to the client

or improvement to the KPI.

Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 9

Minimal experience: 1 year
Languages: German Advanced, Finnish Advanced, French Advanced, Norwegian Advanced, Swedish Advanced
Gender: Indistinct
- Availability to travel and work outside the city

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