Norwegian Service Desk Agent in Budapest
Reference: TEBU About Budapest As the capital of Hungary, Budapest has a rich history, lively commerce, and excellent gastronomy. One of the most famous cultures is their bathing culture; there are thousands of visitors here to enjoy the local thermal water and sauna. About the job By working within one of the organization's campaigns, the successful candidate will be responsible for providing comprehensive voice and email support to their customers. This will vary from providing end-user support to coordinating with vendors, client problem handling teams, and other teams, while delivering a high level of customer service and service quality. Key responsibilities:
Voice support and technical support via email to ensure closure in accordance with the ITIL incident management process. Follow-up/update ticket for every call to ensure timely closure. Take ownership, drive to resolution, and communication with customers.
Perform the lifecycle of the incident handling process, starting from incident logging to call closure and customer satisfaction survey.
Telephone support to end users and coordination with vendors, client problem Leadership group and other Towers.
Proactive monitoring & Perform documented escalation process.
Troubleshooting on application support (off-the-shelf or custom)
Troubleshooting on printers and MFDs
Troubleshooting of VPN software and collaboration tools
Troubleshooting on password reset tools and remote control tools
Troubleshooting of MS Windows and Office, desktops, laptops, iPAD accessories, and networks
Troubleshooting application and workplace IT and communication and collaboration support (including IP telephony)
Interaction with internal and external stakeholders
Required qualifications Important Experience
Exposure to a similar position for a minimum of 6 months.
Speaks and writes Norwegian at native level
Speaks and writes English at a fluent level
Desired experience
- 1 year or more experience from a similar position.
- Experience in Desktop support, application support
- Exposure to ITSM ticketing tools
- Working knowledge of the ITIL framework.
Skills and knowledge
- Accredited certification in maintenance of PCs, mobile devices, laptops, operating systems, and printers.
o Preferably – CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST) CompTIA Network+ Microsoft Office Specialist (MOS) ITIL Service Desk Institute – Analyst.
- Good oral and written communication skills.
Submit CV and cover letter in English. If you have any questions, please feel free to contact our recruiter!