We are looking for highly-motivated experts with good business understanding to the Budapest office in the following position:
IS Support Engineer (Service Desk)
IS (Information Services) Service Desk cover 24 x 7 (24 x 5) IT Service and Support. For covering the 3 time zones the IS department has established Service Desk in Americas, Asia and in Emea,
That means at all IS Support Engineer are working in the daytime.
The Global Service Desk is the single point of contact regarding all IT incidents, service requests and request for changes. The IS Support Engineer is responsible for first line support on all incidents, service requests, and request for Standard Changes- covering both hardware and software.
In regards to handling incidents the IS Support Engineer has to ensure that the end user as quickly as possible will be able to fill out his/her normal function again.
The IS Support Engineer is responsible for: Ensuring recording, resolving and tracking of all incidents, service requests and change requests. Ensuring that the phone is always answered according to the service level agreement. Informing and escalating to relevant 2nd level parties. Following up on resolved/unresolved incidents with the 2nd level organisation.
The IS Support Engineer will perform these main activities:
Handling incidents, service requests and standard changes according to the standard defined ITIL processes.
Ensuring that the phone is answered during opening time.
Ensuring assessment of all critical incidents and escalate these and/or hand over to the other Service Desks at the end of daytime.
Preparing & distributing relevant information regarding the IT status.
Experience in Outlook (office 365)
Great knowledge in MS OS systems (XP, Win7)
Great knowledge in MS Office products (Word, Excel, Power Point)
Using a Service Management System e.g. Remedy
Knowledge about the ITIL standard process frame work
Knowledge about SAP Authorization is an advantage
Close to perfect in Hungarian writing and talking and
Close to perfect in English writing and talking and at least one of the following languages too:German French Russian
Understanding, empathetic and service minded
Great sense of humour
A good team player
Development opportunities in an international environment
People- and value-focused organization culture
Team-oriented, friendly work atmosphere
Competitive benefit package