L1 IT Service Desk Agent

• Young & supportive team - in a fast-growing international business environment
• Learn & develop yourself - help you craft your career path with (INNIO learning free language courses according to business needs
• Hybrid working - 50% Office 50 % Home Office with flexible working hours
• Cafeteria package with various options - SZÉP Card Cash option Nursery & kindergarten support
• MedicareSpring White Package- from the first day of employment
• Easily accessible location - in the heart of the most vibrant campus area in Budapest (location: 13rd District easy to approach by Metro Line 3)
• Take a break - Recharge your batteries with free coffee and tea selection in the kitchen area
• Live an active lifestyle activate your AYCM pass

Your Responsibilies:

• Act as the first point of contact for IT support through phone email chat and self-service channels.
• Log categorize prioritize and manage support tickets using ITSM tools such as ServiceNow or Jira Service Management.
• Resolve common Level 1 incidents involving end-user devices hardware software Microsoft 365 email printers VPN and network connectivity.
• Follow documented SOPs to provide consistent and efficient technical support.
• Focus on First-Level Resolution (FLR) to resolve as many incidents as possible at the initial point of contact.
• Route or escalate issues to Level 2 or specialist teams when they fall outside the roles scope.
• Escalate high-priority and major incidents in line with defined escalation procedures and SLA requirements.
• Maintain clear ticket documentation and contribute resolved issues to the knowledge base.
• Monitor support queues and dashboards to ensure SLA targets are consistently met across shifts.
• Collaborate with global IT teams to maintain service continuity and ensure effective handovers between shifts.

Your Profile:

• A high school diploma or equivalent is required while an associate degree in IT or a related field is preferred.
• 12 years of experience in a help desk service desk or technical support role is required.
• Relevant certifications such as CompTIA A ITIL Foundation Microsoft 365 Fundamentals or an equivalent are preferred.
• Familiarity with Microsoft Windows 10/11 and the Microsoft 365 suite is expected.
• Experience with Azure AD and Active Directory including account and password management is beneficial.
• Knowledge of ITSM ticketing systems such as ServiceNow Jira Zendesk or Freshservice is required.
• A basic understanding of networking and endpoint troubleshooting is necessary.
• The role requires the ability to follow SOPs accurately and escalate issues appropriately when needed.
• Strong written and verbal communication skills in English are essential while German Spanish Portuguese or other languages are a plus.
• A customer-oriented mindset excellent interpersonal skills and the ability to work independently and collaboratively under pressure in a global multicultural environment are essential.