IT Service Desk

Main purpose of job
To manage and support the local business users, applications and office environment including meeting rooms, workstation areas, printers and network cabling. To provide initial triage and routing for all incidents and requests. To be the first point of contact for the local end users and the “face” of IT .
• Ability to manage workload according to ITIL best practices
• To process all logged calls in a timely manner and within agreed SLA
• To ensure that calls they are responsible for are continually managed, progressed and that end users are provided with sufficient detail through to resolution
• To follow documented service delivery processes and to assist with major incident management and escalation
• To create self-help knowledge articles based on implemented, proven provided solutions.
Skills, knowledge & behaviours
Essential skills, knowledge & behaviours
• Technical capability in Microsoft desktop support
• Understanding of IT service delivery and using service desk solutions
• Understanding of following documented processes
• Excellent communication skills, both oral and written, in English language
• Experience in the use of Microsoft Office products
• Attention to detail and the ability to rapidly switch between competing priority issues
Desirable skills, knowledge & behaviours
• Understanding of ITIL methodology
• Experience or understanding of the use continuous improvement tools (Lean etc.)

Complexity and creativity
• Strong troubleshooting skills and clear problem resolution ability
• Ability to work under pressure and to targeted timescales
• Excellent communication skills, both oral and written, in English language
• Confident and diplomatic with experience of working with different cultures
Judgement and Decisions
• Professionalism will be required to be applied in all decision making

• Work closely with all associates, to CEO level, to log, triage and manage service desk requests
• Work closely with the Global IT team and associated support functions to provide exceptional customer support
• Work closely with the Global Business System support teams to resolve issues
  • Location: Budapest, District 8
  • Working hours: 8.00-17.00.
  • Weekly working time: 20 - 30 hours
  • Specialization:
  • Required language skills: English
  • Wage: 2500 ft/ hour
  • Identification: #24363
  • Period: permanent labour
  • Job start: After an application with CV
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