Sr Analyst

Job Summary

The Service Desk Agent is responsible for providing first-level IT support to end users in Hungarian and English. The role involves handling incidents, service requests, and technical queries through phone, email, chat, and ticketing tools while ensuring excellent customer service and adherence to SLA targets.

Key Responsibilities

Provide IT support to users in Hungarian/Slovakia/Czech (C1/C2) and English (C1/C2)

Act as the single point of contact for IT incidents and service requests.

Log, categorize, prioritize, and resolve tickets in the ITSM tool.

Perform initial troubleshooting for hardware, software, network, and application-related issues.

Escalate complex incidents to appropriate resolver groups when required.

Follow established procedures, knowledge articles, and support documentation.

Ensure timely resolution of incidents in line with agreed Service Level Agreements (SLAs).

Maintain accurate documentation of troubleshooting steps and customer interactions.

Communicate effectively with end users, providing regular updates on ticket status.

Support user account administration activities, including password resets and access requests.

Contribute to knowledge base improvements and process enhancement initiatives.

Skill Requirements

Language Requirements

Hungarian: C1/C2 proficiency (Mandatory)

Slovakia: C1/C2 proficiency (Mandatory)

Czech: C1/C2 proficiency (Mandatory

English: C1/C2 proficiency (Mandatory)

Technical Skills

Understanding of Windows operating systems.

Knowledge of Microsoft Office 365 applications.

Basic understanding of Active Directory and user account management.

Familiarity with ITSM tools such as ServiceNow, Remedy, or similar ticketing platforms.

Basic networking knowledge (VPN, Wi-Fi, LAN, DNS).

Experience with remote support tools.

Soft Skills

Excellent communication and customer service skills.

Strong problem-solving and analytical abilities.

Ability to work in a fast-paced, customer-focused environment.

Team player with a proactive approach to issue resolution.

Ability to manage multiple tasks while maintaining quality.

Other Requirements

ITIL Foundation certification (preferred).

Previous experience in a Service Desk, Help Desk, or Technical Support role.

Experience supporting international customers in a multilingual environment.

Willingness to work in rotational shifts, including weekends and public holidays if required.

Ability to support global customers across different time zones.

A HCLTech globális technológiai vállalat, amely IT-szolgáltatásokat, digitális átalakítást, mérnöki és tanácsadói megoldásokat nyújt nagyvállalati ügyfeleinek világszerte.