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Command Center Operations Analyst (Informatikai Infrastruktúra Üzemeltető)

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 and a
second office in Pécs in 2012 providing business process outsourcing and technical help desk
services to its prestigious clients across Europe.

We are currently looking for talented individuals in our Budapest office for

We are currently looking for talented individuals for

Command Center Operations Analyst
(Informatikai Infrastruktúra Üzemeltető)

Position Summary/Responsibilities
The Command Center 1st level Operations Analysts are responsible for initial diagnosis using remote management tools and assigning incidents that have not been resolved during the initial support process to recovery groups. Retain ownership of the incident, remaining responsible for ensuring that the incident continues to be progressed and escalated in accordance with service level targets.Gathering data and providing progress updates to the customer service desk and internal support teams throughout the life of an incident. Once incidents have been resolved, the 1st level operators will confirm that the initiator is satisfied with the incident resolution, prior to closing the incident record.


  • Incident queue monitoring and recording
  • Initial support and classification, correlating events and performing initial fault diagnostic
  • Communication within the organization
  • Routing requests to recovery groups when incidents are not resolved during initial support
  • Monitoring the status and progress toward resolution of all open incidents
  • Keeping affected customer informed about progress
  • Escalating if necessary
  • Resolution and recovery of incidents not assigned to resolver groups
  • Resolution confirmation and closure of incidents
  • Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures
  • Participate in change management activities following industry best practices


  • 2 years relevant system/network monitoring or 2-3 years of service desk experience
  • Have a minimum of 2 years’ experience working in an IT Managed Services environment
  • Have a basic knowledge of TCP/IP, systems management; exposure to Windows Server operating systems and Cisco IOS
  • Have a working knowledge of MS Outlook and related applications
  • Fluency in English (will be tested prior to the interview)
  • Have a positive attitude towards working shifts: our operations are 7 x 24 hours, all days of the year
  • Have an aptitude for quick learning of technical and procedural topics plus the ability to work on multiple, dissimilar activities simultaneously
  • ITIL foundation knowledge will be considered an advantage
  • Have excellent customer service skills
  • Be a stress resistant team player with a self-starting, self-motivating and self-learning work approach
  • Familiarity with one or more ITSM platforms

Please, send your CV to the e-mail address below.

Munkavégzés helye Budapest
Kategória IT / Informatika, Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 3 és 5 év között
Munkaidő tipusa Teljes munkaidő
Régió Budapest, Pest
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