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Service Desk Analyst – German Speaking

Service Desk Analyst – German Speaking

GetronicsBudapest, Hungary
30+ days ago
Job description

Role Purpose :

  • To offer 1st level IT support to contracted customers
  • To help end-users by acting as a SPOC in resolving and / or addressing their IT issues and queries
  • To provide support through email, chat, ITSM tool or phone
  • To support our customers in the respective contracted languages
  • To maintain and / or improve customer satisfaction by providing consistent support in relation to the issues presented
  • To use and help improving the processes and procedures made available via the Knowledge Base documentation and other work rules or instructions and to efficiently search, identify and use valid solutions from any available sources
  • To constantly monitor and escalate the issues, in accordance with the company processes, to ensure a high degree of customer satisfaction

Main responsibilities of the role :

  • Deal with software and connection-related issues
  • Deal with common IT (software / hardware) issues and queries
  • Use automated diagnostic programs to solve network programs
  • Use helpdesk software to call with descriptions of issues, progress, and solutions
  • Escalate complex cases to other parties, internal or external
  • Provide 1st line technical support to customers taking inquiries by phone, ticket, chat and email
  • Troubleshoot basic computer related problems. Single point of contact for resolving customer issues related to the company’s services in an SLA-based environment
  • Interact with customers in inbound and outbound channels, through good relational and communication skills aimed at increasing customer satisfaction
  • Escalate different cases to other specific solver groups
  • Provide accurate and creative solutions that meet pre-defined quality measures
  • Supporting a client by identifying issues raised, then responding, escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelines

    • Main requirements of the role :

  • Good command of English and German both written and verbal
  • Effective communication with clients at every level
  • Ability to find creative solutions to problems.
  • An interest in the world of IT
  • 24 / 7 availability
  • the ability to work well with others and alone if needed
  • analytical thinking skills
  • to be thorough and pay attention to details
  • excellent verbal and written communication skills
  • to be flexible and open to change
  • to be able to use a computer and the main software packages(O365) confidently

    • The benefits of this role in addition to salary :

  • Language Allowance : gross HUF 60,000 / month
  • SZÉP Card Benefit : NET HUF 29,000 / month
  • Sign-on bonus : HUF 180,000 gross
  • Uniqa Private Health Insurance
  • Fitness pass : 8 free sessions per month in the Life 1 and Gilda Max gyms
  • Free online training programmes on Linkedin Learning, Udemy and NorthStar
  • Flexible hybrid working, remote work is possible.
  • Multicultural environment with 25+ Nationalities
  • Our Employee Assistance Program can provide professional help with your mental and physical health, finances, and legal issues.
  • TTDP (Technical talent development program)

    • By submitting your application and filling out the link below, you consent to us storing and processing your personal data for future communication regarding this opportunity. You may be contacted later if your application is shortlisted. Your data will be handled in accordance with our privacy policy.

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    Service Desk Analyst • Budapest, Hungary