Full-Time IT Service Desk Analyst (German)

Main tasks, roles and responsibilities:

• Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat).
• Troubleshoot technical issues following internal knowledge documentation.
• Provide support for high impact issues reported by end-users and junior analysts.
• Collaborate to resolve high impact issues, including documentation and follow-up.
• Create and update tickets, ensuring open tickets are up-to-date.
• Perform daily activities to meet KPIs and SLAs.
• Report performance issues related to tools used.
• Escalate tickets based on knowledge base and process guidelines.
• Support and train junior 1st level agents.
• Coordinate internal and external resources during critical incident management.
• Coordinate month-end cleanup of aged tickets.
• Remote on-call service during off-hours to address critical issues and coordinate resolutions.
• Assist Team Leader/Manager in creating weekly and monthly reports.

Education:

• High school diploma
• ITIL v3 or v4 Certification is an advantage

Work experiences:

• 2 years experience in Customer Support or Service Desk
• Experience with IT Service Management processes is an advantage
• Experience in IT Operations is an advantage

Required Skills and Competencies:

• Interest in technology and good computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing ESM toolsets (ServiceNow, BMC Remedy, etc.) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners
• Strong team player with a supportive attitude
• Experience in virtual teams in multinational organizations
• Eager to learn, motivated, and adaptable
• Excellent interpersonal and communication skills
• Good analytical and problem-solving skills
• Ability to make decisions for predefined topics
• Ability to work independently, but seek guidance when needed
• Detail-oriented with a commitment to accurate records and documentation
• Fluent in English and German (B2)
• Flexible working conditions with remote work possibility (in-person presence required sometimes)
• Competitive salary, benefits, and compensation packages
• Modern, newly renovated, sustainable office with parking and bicycle storage in Budapest

What is the last date for applying to the job?

Which countries are accepted for this remote job?