Service Desk Analyst (Dutch)

Position : Service Desk Analyst (Dutch)

Location : Budapest, Hungary

Work model : onsite

Employment type : Full-time

Remuneration : Base salary.

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 :

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