Information Technology Support Analyst
Via agency · XML International
Help desk technician
System administrator2 shifts3 shiftsNightWeekendFlexibleFull-timeTemporaryBudapest
XML International is seeking a customer-focused and technically skilled IT Service Desk Agent to support end users in a dynamic, international technology environment based in Budapest. This opportunity is ideal for IT professionals who enjoy solving technical problems, supporting users and delivering excellent customer service.
Tasks
- Serve as the first point of contact for IT support requests through phone, chat and ticketing systems.
- Diagnose, troubleshoot and resolve hardware, software and end-user technology issues.
- Perform incident assessment, triage, investigation, resolution and escalation.
- Install, configure, maintain and troubleshoot computer hardware, peripherals and software.
- Use diagnostic tools and knowledge bases to support effective first-contact resolution.
- Assess business impact and prioritise incidents according to established procedures.
- Deliver professional, responsive and customer-focused technical support.
- Communicate clearly with users regarding incident status, troubleshooting steps and resolution timelines.
- Manage challenging situations with patience, professionalism and strong problem-solving skills.
- Build positive working relationships with end users and internal support teams.
- Record incidents, service requests, troubleshooting actions and resolutions accurately in ticketing systems.
- Follow established IT service management processes and support procedures.
- Collaborate with technical teams to resolve complex issues and ensure service continuity.
- Identify opportunities to improve support processes, documentation and operational efficiency.