Polish-speaking Service Desk Analyst

Position: Polish-speaking Service Desk Analyst

Location: Budapest Hungary
Employment type: Full-time on-site
Remuneration: Competitive base salary

We are looking for a Polish-speaking Service Desk Analyst to join our clients dynamic IT support team in this role you will be responsible for providing first-line technical assistance to users handling IT-related queries and ensuring timely and effective issue resolution. The ideal candidate will have a strong customer service mindset excellent problem-solving abilities and a passion for technology.

Responsibilities

• Serve as the first point of contact for IT-related issues via phone chat email and self-service portal.

• Accurately record manage and resolve incidents using ITSM tools (e.g. ServiceNow BMC Remedy).

• Ensure all tickets are resolved within the defined service levels and escalate unresolved issues when required.

• Coordinate between users and resolver teams to guarantee timely resolutions.

• Take ownership of user problems provide updates and follow through until closure.

• Deliver exceptional customer service and maintain adherence to service management principles.

• Support team objectives by identifying opportunities to enhance service performance and processes.

• Adhere to company and client policies procedures and KPI standards.

Requirements

• Fluent in Polish (C1) and strong English communication skills (written and spoken).

• Previous experience in IT Service Desk Technical Support or Application Support (L1L2).

• Understanding of IT concepts such as operating systems databases and software applications.

• Practical experience with ITSM tools such as ServiceNow BMC Remedy or CA Service Desk.

• Knowledge of ITIL processes (ITIL certification is an advantage).

• Strong problem-solving and analytical skills with the ability to work independently and within a team.

• Excellent communication and customer service skills with a professional approach.

• Ability to multitask in a fast-paced environment.

• Willingness to work on-site in Budapest Hungary.

Preferred Qualifications

• IT-related certifications such as ITIL MCSE or other relevant technical credentials.

• Prior experience supporting SAP applications or monitoring tools.

Whats on Offer

• Competitive base salary package.

• Professional training and career development opportunities.

• Collaborative and multicultural work environment.

• Opportunity to develop a long-term career in IT support and service management.

Ready to take your IT career to the next level
Apply now and become part of a leading international support team in Budapest!