Service Desk Agent
Employer · Cognizant
Help desk technician
Contact centre agent2 shifts3 shiftsNightFlexibleFull-timeBudapest District IX, Mill Park Office
For our office in Budapest, Hungary (9th District, Mill Park Office), we are looking for a Desk Agent to join our IT support team. In this role, you will act as the first point of contact for our clients, supporting them with IT-related issues and ensuring a high level of customer satisfaction. This is a full-time, permanent position with a hybrid work model. The service window operates 24/7.
Tasks
- Provide first-level IT support as the initial point of contact for customers
- Handle end-user requests via phone, email, and ticketing tools
- Accurately document and log incidents and requests in the ticketing system
- Escalate issues that cannot be resolved at first level to Level 2 support teams
- Take ownership of cases and follow up until resolution
- Keep users informed throughout the resolution process
- Manage tickets and queues daily to ensure timely processing
- Contribute to maintaining and improving customer satisfaction.
Conditions & benefits
Multilingual and multicultural working environmentPleasant and inspiring workplace with modern technologiesCompetitive salaryAnnual bonus systemCafeteria packageRisk and accident insuranceMedical services at a private clinicAll You Can Move SportPassReimbursable language coursesRelocation package
Requirements
- Upper-intermediate English language skills
- Previous experience in a customer-facing role
- Experience in Service Desk or IT support is an advantage but not a must
- High school diploma or higher education
- Willingness to work in rotating shifts, including a 24/7 schedule on some projects
- Strong communication skills and customer-focused mindset
- Flexible, open-minded personality with a can-do attitude