DESCRIPTION
We are looking for an Associate Technical Support Analyst to join a global IT services and consulting company in Budapest, Hungary!
As an Associate Technical Support Analyst, you will serve as the first line of contact for all user technical issues, ranging from basic troubleshooting to more complex problems. Your role will involve ensuring efficient resolution and communication with both users and support teams, while maintaining a high level of customer satisfaction and adhering to service standards.
About the company
Our client is a leading multinational provider of digital transformation, consulting, and business re-engineering services and solutions. With a strong focus on innovation and client-centric strategies, the company empowers organizations globally to leverage technology for better operational efficiency and growth across various industries.
What will you do?
- Act as a single point of contact for users via phone, chat, email, and self-service portal
- Record incident resolutions using the ITSM tool based on user interactions
- Ensure resolution of issues within the ticket life cycle and escalate unresolved cases
- Coordinate effectively between users and resolver groups
- Independently manage multiple assignments, adhering to internal policies and KPIs
- Provide excellent customer service and maintain communication throughout incident resolution
- Escalate complex issues to appropriate resolution teams when needed
- Maintain high standards of service management and customer support
- Execute administrative tasks and contribute to process improvements
- Work onsite from the office on all working days
REQUIREMENTS
- Native/C1/B2 level proficiency in Finnish and excellent English communication
- Must be living in Budapest
- 1st to 2nd level support experience, either onsite or remote
- Strong problem-solving, communication, and analytical skills
- Knowledge of application support, IT service desk, or software development
- Familiarity with SDLC, OS components, and database technologies
- Hands-on experience with ITSM tools (e.g., HPSM, BMC Remedy, ServiceNow)
- ITIL knowledge or certification is a plus
- Certifications such as ITIL, MCSE, or similar (optional)
- Self-motivated and customer-service focused personality
- Ability to manage tasks independently in a team environment
OFFER
- Competitive salary and benefits package
- Career development and training opportunities within an international company
- Modern office in the heart of Budapest
- Collaborative, multicultural work environment
- Opportunity to gain hands-on IT support experience with a global brand
SKILLS
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