Dutch/English Speaking L1 Service Desk Support Agent
Employer · Unisys
Help desk technician
Contact centre agentFull-timeBudapest
This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.
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
CafeteriaMonthly gross 44.200 HUF cafeteria - regardless of your weekly working hoursLanguage allowanceFixed extra language allowancePrivate Health InsurancePremium Package provided for all Unisys associates after 6 months of tenureHome office allowanceHome office allowanceOther perksFull-remote working is supported, a great team, as well as a lot of learning and training opportunities
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 IT troubleshooting across software, hardware, Windows operating systems, Microsoft 365, and network environments.
- Experience working with ticketing tools such as ServiceNow or similar ITSM platforms.
- Strong customer service orientation and communication skills.
- Ability to multitask and manage workload in a fast-paced environment.
- Detail-oriented with excellent documentation and follow-up abilities.
- Collaborative mindset with a focus on knowledge sharing and continuous improvement.
- Critical thinking, diagnostic reasoning, and problem-solving skills.
- Ownership mindset with a commitment to delivering a positive end-user experience