The Service Desk Agent is responsible for providing first-level IT support to end users in Hungarian and English. The role involves handling incidents, service requests, and technical queries through phone, email, chat, and ticketing tools while ensuring excellent customer service and adherence to SLA targets.
Provide IT support to users in Hungarian/Slovakia/Czech (C1/C2) and English (C1/C2)
Act as the single point of contact for IT incidents and service requests.
Log, categorize, prioritize, and resolve tickets in the ITSM tool.
Perform initial troubleshooting for hardware, software, network, and application-related issues.
Escalate complex incidents to appropriate resolver groups when required.
Follow established procedures, knowledge articles, and support documentation.
Ensure timely resolution of incidents in line with agreed Service Level Agreements (SLAs).
Maintain accurate documentation of troubleshooting steps and customer interactions.
Communicate effectively with end users, providing regular updates on ticket status.
Support user account administration activities, including password resets and access requests.
Contribute to knowledge base improvements and process enhancement initiatives.
Language Requirements
Hungarian: C1/C2 proficiency (Mandatory)
Slovakia: C1/C2 proficiency (Mandatory)
Czech: C1/C2 proficiency (Mandatory
English: C1/C2 proficiency (Mandatory)
Technical Skills
Understanding of Windows operating systems.
Knowledge of Microsoft Office 365 applications.
Basic understanding of Active Directory and user account management.
Familiarity with ITSM tools such as ServiceNow, Remedy, or similar ticketing platforms.
Basic networking knowledge (VPN, Wi-Fi, LAN, DNS).
Experience with remote support tools.
Soft Skills
Excellent communication and customer service skills.
Strong problem-solving and analytical abilities.
Ability to work in a fast-paced, customer-focused environment.
Team player with a proactive approach to issue resolution.
Ability to manage multiple tasks while maintaining quality.
ITIL Foundation certification (preferred).
Previous experience in a Service Desk, Help Desk, or Technical Support role.
Experience supporting international customers in a multilingual environment.
Willingness to work in rotational shifts, including weekends and public holidays if required.
Ability to support global customers across different time zones.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
