Service Desk Analyst - Norwegian - Budapest

Jujur. Honest, trustful, fair.

Transparency is key at Jujur. Our team is committed to deliver an honest and personal approach when it comes to recruitment solutions. Candidates and clients come to us as we take the time to really understand their needs.

We are upfront while setting realistic and achievable goals. We believe that treating others with fairness and dignity is the rain that helps them grow and be fruitful.

Position : Service Desk Analyst

Location : Budapest, Hungary

Work model : onsite

Employment type : Full-time, 1 year contract with possibility of extension / permanent contract

DUTIES AND RESPONSIBILITIES :

• Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests
• Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
• Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.
• Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.
• Manage incident handling, escalation processes, and follow-up communications effectively.
• Take ownership of user issues, monitor progress, and provide regular updates until closure.
• Maintain a high level of customer service and professionalism in all interactions.
• Work independently as well as collaboratively within a team environment.
• Handle multiple tasks and priorities efficiently with minimal supervision.
• Adhere to company and client policies, procedures, and quality standards.
• Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
• Ensure schedule adherence, including obtaining pre-approval for breaks or time off as required.
• Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.

REQUIREMENTS :

BENEFITS :