Title : Entry to Mid level Service Desk Analyst
Location : Budapest,HU
Job Type : Permanent with Client
Required Language : German (Independent Users)
- Act as a single point of contact for phone calls, chats 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
- Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
- 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
