David Kennedy Recruitment is 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: on-site
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 mannerTroubleshoot desktop, application related issues on users machine using remote toolsTroubleshoot issues on iOS and Android devicesDetermine and isolate source of computer problems (hardware, software, user access, etc.)Take ownership and responsibility of any issues from start to a successful resolutionEscalate issues and involve experts wherever required in order to resolve issues as quickly as possibleDocument resolutions for future referenceIncident handling and escalation managementFollow and adhere to all KPI related tasks to avoid business impactMaintain a high degree of customer service for all support queries and adhere to all service management principlesPerform 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 SupportExcellent communication skills (both oral and written)Prior experience in Application support/Software development, IT Service DeskUnderstanding of SDLC, database technology, OS components would be usefulHands on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service DeskKnowledge of ITIL processes and procedures would be an added advantageSelf-motivated, gains satisfaction from providing excellent customer serviceProblem solving abilities, strong logical analyticsAbility to multi-task, handling multiple assignments simultaneouslyAble to work independently and as a part of the team.BENEFITS: Excellent remuneration package based on experience, skills and performanceBe part of a dynamic and creative team with positive and friendly atmosphereGuidance and tools to reach your full potential.
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