Polish Service Desk Budapest

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 Polish (C1) both oral and written. As well as proficiency in English (at least B2 level).

• 13 years in IT Service Desk Application Support or Technical Support (L1L2).

• Bachelors 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.

• 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 5000 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