Dutch Speaking L1 IT Support Specialist - Part Time (30 hrs/week)
Employer · Unisys
Help desk technician
Contact centre agentFlexiblePart-timeBudapest
Service Desk Level 1 Agent serves as the first point of contact on behalf of the biggest QSR worldwide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests.
Tasks
- Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email).
- Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure.
- Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources.
- Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information.
- Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation.
- Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure.
- Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
- Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
- Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
- Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.
Conditions & benefits
Monthly gross 44.200 HUF cafeteriaregardless of your weekly working hoursFixed extra language allowancePrivate Health InsurancePremium Package provided for all Unisys associates after 6 months of tenureHome office allowanceLearning and training opportunitiesUnlimited access to our online training tool to improve your soft skills and technical capabilities
Requirements
- Minimum 2 years of experience in a service desk role or other similar technical role.
- Language proficiency in English and Dutch at the C1 level or equivalent is a must.
- Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server), and network environments
- Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage.
- Strong customer service orientation and communication skills.