Job Description

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:

• Native/fluent in Czech (C1), both oral and written. As well as proficiency in English (at least B2 level).
• 1–3 years in IT Service Desk, Application Support, or Technical Support (L1–L2).
• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
• Understanding of IT concepts such as SDLC, operating systems, and database technologies.
• Experience in SAP or other enterprise applications support.
• ITIL Foundation, MCSE, or equivalent.
• Excellent verbal and written communication in English.
• Strong problem-solving and analytical abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage time effectively and remain organized under pressure.
• Self-motivated, proactive, and adaptable in a dynamic work environment.

BENEFITS:

• Comprehensive medical coverage
• Access to 5,000+ free courses, practice tools, and certifications, focusing on advanced technologies
• Attractive salary and allowances based on role and experience
• 4 weeks of paid vacation annually
• Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie