HELPDESK ANALYST

HELPDESK ANALYST (GERMAN SPEAKING)
WHAT IS THE PURPOSE OF OUR TEAM?
A culture of service and engineering underpins our team of 4,000 + colleagues worldwide, and it’s our Service Delivery organisation, with their ‘feet on the street’, those who showcase these values every day in front of the client. With a passion for our customers and a love for technology, the mission of Service Delivery is to understand the customer needs and ensure these are met with high standards of service – within scope, time and budget.

WHAT WILL YOU DO?
This is an exciting opportunity to join our Global Service Centre Team as a 1st Line Helpdesk Analyst, where you will provide technical support to clients who need your help to diagnose and resolve IT issues. No prior service desk experience is required as you will be fully trained. Following an initial 3-month in-house training program you will support a dedicated client by identifying issues raised, then responding, escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelines. Always supporting your team, you thrive in a fast-paced role, provide excellent customer service and demonstrate a high degree of client satisfaction in all the work you do.

Responsibilities:

- Provide accurate and creative solutions that meet pre-defined quality measures
- Receive and record client enquiries and process relevant paperwork/systems
- Continually improve problem-solving skills
- Providing 1st line technical support to customers – taking enquiries by phone and email
- Dealing with problems for hardware, such as servers, computers and printers, and software programs
- Asking questions about the problem and explaining possible solutions
- Dealing with common or basic technical issues such as resetting passwords
- Using automated diagnostic programs to solve network problems
- Using helpdesk software to log calls with descriptions of issues, progress and solutions
- Passing calls to a team of 2nd line support analysts if the problem is more complex

WHICH EXPERIENCE/SKILLS WE ARE LOOKING FOR?
Essential:
- Strong spoken and written German and English language skills
- Basic knowledge of Windows and MS Office applications
- A mix of analytical ability and customer-focused communication skills
- A confident communicator with a professional telephone manner
- Problem solving and customer-focused skills
Desired:
-No prior service desk experience is required as you will be fully trained, however experience in a call centre or technical environment at 1st or 2nd line would be beneficial

- Min. of 40 hours/ week
- Working hours: Office hours

AND WHAT ARE WE GOING TO OFFER YOU FOR ALL THIS?
- Complex training program provided
- Great atmosphere within a helpful and supportive team
- Welcoming office environment in the heart of Budapest but the role can be home based
- Career opportunities within the organisation
- Health insurance: UNION Vienna Insurance Group
- Access to several thousand online trainings via one of the biggest providers (in partnership with Udemy)