Polish-speaking Service Desk Analyst

Position : Polish-speaking Service Desk Analyst

Location : Budapest, Hungary

Employment type : Full-time, on-site

Remuneration : Competitive base salary

We are looking for a Polish-speaking Service Desk Analyst to join our clients dynamic IT support team in Budapest. In this role, you will be responsible for providing first-line technical assistance to users, handling IT-related queries, and ensuring timely and effective issue resolution. The ideal candidate will have a strong customer service mindset, excellent problem-solving abilities, and a passion for technology.

Responsibilities

Serve as the first point of contact for IT-related issues via phone, chat, email, and self-service portal.

Accurately record, manage, and resolve incidents using ITSM tools (e.g., ServiceNow, BMC Remedy).

Ensure all tickets are resolved within the defined service levels and escalate unresolved issues when required.

Coordinate between users and resolver teams to guarantee timely resolutions.

Take ownership of user problems, provide updates, and follow through until closure.

Deliver exceptional customer service and maintain adherence to service management principles.

Support team objectives by identifying opportunities to enhance service performance and processes.

Adhere to company and client policies, procedures, and KPI standards.

Requirements

Fluent in Polish (C1) and strong English communication skills (written and spoken).

Previous experience in IT Service Desk, Technical Support, or Application Support (L1L2).

Understanding of IT concepts such as operating systems, databases, and software applications .

Practical experience with ITSM tools such as ServiceNow, BMC Remedy, or CA Service Desk.

Knowledge of ITIL processes (ITIL certification is an advantage).

Strong problem-solving and analytical skills with the ability to work independently and within a team.

Excellent communication and customer service skills with a professional approach.

Ability to multitask in a fast-paced environment.

Willingness to work on-site in Budapest, Hungary .

Preferred Qualifications

IT-related certifications such as ITIL, MCSE , or other relevant technical credentials.

Prior experience supporting SAP applications or monitoring tools.

What's on Offer

Competitive base salary package.

Professional training and career development opportunities.

Collaborative and multicultural work environment.

Opportunity to develop a long-term career in IT support and service management.

Ready to take your IT career to the next level?

Apply now and become part of a leading international support team in Budapest!