Service Desk Analyst - Swedish or German
Employer · Tech Mahindra
Help desk technician
Contact centre agentFull-timeBudapest
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's technical issues, which may range from basic troubleshooting to more complicated technical issues. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support.
Tasks
- Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries
- Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.
- Ensure that issues are resolved within ticket life cycle
- Co-ordination between users and resolver groups (if necessary)
- Incident handling and escalation management
- Work independently and within a team
- Communicate well with internal and external contacts
- Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
- Adhere to Tech Mahindra and client's procedures, policies and guidelines
- All KPI related tasks must be followed & adhered to avoid business impact
- To ensure that breaks are pre-approved by SME, Team Leader or Manager
- Strong problem resolution skills
- Escalate unresolved calls to the resolution support team
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Work from office all days
Conditions & benefits
Private health insurancePaid trainingPermanent contractWork from office setupAbility to grow in multiple areas in the company - with many trainings in our internal platform
Requirements
- Certifications (Optional) ITIL, MCSE, Software Development / Application support
- Level of expertise L1 -- L2
- Excellent communication skills and telephony manners
- Application Support: Prior experience in Application support / Software development, IT Service Desk
- IT Awareness: Understanding of SDLC, database technology, OS components would be useful
- Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.
- ITIL: Knowledge of ITIL processes and procedures would be an added advantage
- SAP - Application Support - optional
- Native/C1/B2 level Swedish or German language skills in combination with excellent English language.
- Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Excellent in verbal & written communication
- Problem solving abilities, strong logical analytics