IT Service Desk Analyst German speaking

Main tasks roles and responsibilities:

• Respond to inbound customer inquiries through various channels (e.g. phone ticket chat etc.
• Troubleshoot technical issues following internal knowledge documentation
• Provide support for high impact issues reported by endusers and junior analysts
• Collaborate to resolve high impact issues including documentation and followup until resolution
• Create new and update existing Tickets while making sure open tickets are consistently kept uptodate
• Perform daytoday activities to meet KPIs and SLAs
• Report any performance issues related to the tools you are using in your daily work
• Escalate tickets based on knowledge base and process guidelines
• Demonstrate ability to support and train junior 1st level agents in cooperation with Knowledge Management
• Coordinate internal and external resources as part of critical incident management process
• Coordinate monthend cleanup of aged tickets
• Remote oncall service oncall availability scheduled during offhours to respond to calls about critical issues and coordinate their resolution with a team of experts.
• Assist the Team Leader/Manager in creating weekly and monthly reports

Qualifications :

Education

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

Work experiences:

• 2 years experience of Customer Support or Service Desk position
• Experience with other 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 one or more ESM toolsets (ServiceNow BMC Remedy MicroFocus Service Manager JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help and serve
• Experience in virtual teams in multinational organizations
• Eager to learn and improve motivated and able to adapt to changes with ease
• 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 as and when necessary
• Detailoriented with a commitment to maintain accurate records and documentation

Language

• Fluent in English and German (B2

Additional Information :

• Flexible working conditions with remote work possibility (inperson presence is required from time to time) you can have a real worklife balance
• Modern newly renovated sustainable office with parking space and bicycle storage area in the heart of Budapest
• Competitive salary benefits and compensation packages (Medicover health insurance bonuses an extra day off on your birthday eyeglasses contribution)
• Supportive diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch you can participate in the formation and shape of the BSC processes
• KOSTAL is a dynamically developing company 1020 yearly growth in the automotive and solar industry) an independent familyrun business which provides much flexibility
• You can enjoy our valueoriented work culture: we are downtoearth appreciative inspiring and innovative

Remote Work :

Yes

Employment Type :

Fulltime