Pozíció leírása / Job description

One of the largest and oldest SSCs in Budapest is looking for a Czech Speaking L2 Service Desk Agent.

The company currently employs over 2,500 people from 98 different nations. In the Hungarian office you will find a very international, fun and open environment with friendly colleagues. As the processes are quite complex and wide-ranging, you will have the opportunity to progress quickly in your career. 

• Provide support on IT infrastructure related issues to customers.
• Analyze issues and requests and escalate unsolved cases to the appropriate IT team.
• Maintain end-to-end ownership of all incidents and service requests in scope of the Level 2 support team.
• Record, track, manage cases (incidents, requests, change or problem tickets) in the helpdesk tracking database.
• Manage high priority incidents and provide support for planned special events.
• Effectively communicate and coordinate work with other team members.
• Perform incidents trend analysis.
• Take over calls warm transferred from L1 as per the available processes.
• Perform reporting on distribution, asset statuses, licenses as and when required.
• Document new technical solutions.
• Document and share best practices with other colleagues.

Elvárások / Requirements

What you will bring:

• A high school diploma.
• Czech on a business level (working/support language).
• English on a communication level (for interviews, training, and internal communication).
• Prior experience in the IT field as a Service Desk Analyst (minimum 2 years).

Advantages:

• MCP/MCSA/MCSE certification or completion of the ITIS EUC Academy or equivalent experience.
• Advanced knowledge of Windows OS, Microsoft Office and Internet Explorer, Shared Drives, Active Directory, SharePoint, Scripting, Win Registry, SQL, Server Administration.
• Excellent Hardware knowledge (Desktop, Laptop, Cisco telephone devices, mobile devices).
• Capability to understand IT environment, basic knowledge about networks, TCP/IP, PC Configuration, Email systems.
• Knowledge of mobile platforms and MDMs.
• ITIL Foundation knowledge.

Amit nyújtunk / Benefits

• The company has been delivering services from Hungary since 2001, making them a perfect choice if you’re looking for stability.
• They provide a wide range of benefits, including a market-leading comprehensive private health care package.
• They offer extensive self-development opportunities: their colleagues have many training possibilities for personal and professional growth.
• At Hungary there are both vertical and horizontal career options for those who like to challenge themselves and try out different areas and positions.
• You will be part of a global and diverse working environment with relaxation areas, terraces, and a friendly atmosphere.
• You can seize the day with us at their company events, hobby clubs, and sporting initiatives
• An attractive compensation package.