Service Desk Analyst

• Provide first-line support for GCP cloud operations
• Manage and triage incoming tickets via ServiceNow
• Fulfill service requests and handle user inquiries
• Classify, prioritize, and escalate incidents as needed
• Ensure timely resolution and SLA compliance
• Deliver professional customer service and technical troubleshooting
• Maintain documentation and contribute to knowledge base updates

Elvárások / Requirements

• Minimum 2+ years in IT service desk, help desk, or technical support
• Preferred: 4+ years with cloud services support and ITSM processes
• Experience with enterprise IT service management
• Excellent verbal and written communication skills in English and Hungarian (additional languages are a plus)
• Strong customer service mindset and problem-solving abilities
• Ability to multi-task and manage priorities in a fast-paced environment
• Clear and accurate documentation skills
• Quick learner with adaptability to new technologies and processes

Preferred skills:

• Knowledge of ITIL framework and ITSM tools (e.g., ServiceNow)
• Experience with incident, problem, and change management
• SLA management and knowledge documentation practices
• Basic cloud infrastructure concepts (preferably GCP)
• Familiarity with IAM, VM management, monitoring dashboards, and billing basics
• Application support, user access management, and troubleshooting experience
• Experience with escalation procedures and coordination

Optional certifications:

• ITIL Foundation
• Google Cloud Digital Leader or Associate Cloud Engineer

Amit nyújtunk / Benefits

• High level of autonomy in your daily work
• Hybrid remote work (Debrecen location is an advantage)
• Medicare White health insurance and life insurance
• 30,000 HUF net Cafeteria allowance
• AYCM sports opportunity
• Employee Assistance Program
• Access to Pluralsight and other learning opportunities
• Provided IT equipment
• Diverse daily tasks and supportive team culture
• International atmosphere

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