Job Description

Name of the position: L1 Service Desk Analyst

Team structure: Team Member – Project Leader Manager:

Project Leader and Service Delivery Manager

Working place: Budapest (Science Park B, Irinyi Jozsef Utca 4-20, Budapest-1117)

Tasks / Performance targets Field/Tasks KPI – Optional Call and Incident Handling

• Assist users over the telephone with their reported tickets

• Handle and document all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ticketing tool

• Own the ticket throughout its life cycle and ensure that all relevant information is captured (as per Quality guidelines), follow up the cases to ensure timely resolution

• Analyze issues/requests and assigns to relevant functional teams

• Effectively communicate with other team members , 2nd and 3rd Level technical teams, end-users to reach SLAs

• Effectively communicate with customers to provide and process information in response to Incidents, Service requests, Queries, escalations.  Ad hoc and general tasks • Perform daily ticket checks/backlog activities

• Active participation on team meetings

• Perform special projects as per agreement with Project Leader / Project Manager

• Work according to Consulting Company and Customer policies, processes and procedures

• Identify and escalate priority issues as per specifications.

• Knowledge management

• Learn and implement new technologies, tools, processes and policies

• Document new technical solutions in knowledge base, suggest improvements to the existing ones

• Document and share best practices with other colleagues

• Attend all training sessions as per the Training Plan

• Actively participate and share ideas in team meetings, individual feedback sessions

• Competencies

 Focuses and guides self and team members in accomplishing work objectives.

 Interacts and supports users, resolvers, third party in personal professionalization.  Maintains effectiveness when experiencing changes in work tasks or work environment; adjusts effectively to work.

 Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions.

 Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks

• Objective requirements (degree, technical skills, technical knowledge, experience, language skills) related to the job (do not list here Consulting Company behavioural competencies or soft skills) Required:

• Languages: Danish/Dutch/English/Finnish/French/German/Italian/Polish/Russian

• Good documentation and presentation skills

• Excellent inter-personal and communication skills with the ability to deal with users at all levels in an organization.

• Strong sense of customer service.

• Knowledge of basic computer applications and ticketing tools

• Knowledge of Windows operating systeam, Microsoft Office, Microsoft Outlook and other standard softwares Advantages:  Knowledge of customer service principles and practices

• Knowledge of computer hardware/peripherals and printers

• Knowledge on configuration of mobile devices

• Knowledge on iPad and iPhone configuration.

Please share your MS Word format resume at pankaj@hirextra.co.uk.

How to Apply

Please share your MS Word format resume at pankaj@hirextra.co.uk, all resume and references are welcome.

Job Categories: IT. Job Types: Full-Time. Job Tags: Service desk analyst.

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