Service Desk Analyst Polish Speaker

2 weeks ago

Budapest, Budapest, Hungary SpotOn TA Full time

Job Description

As a Service Desk Analyst, you will ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.

Detailed Duties and Responsibilities

  • Manage incident handling, escalation processes, and follow-up communications effectively.
  • Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
  • Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests
  • Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.
  • Work independently as well as collaboratively within a team environment.
  • Adhere to company and client policies, procedures, and quality standards.
  • Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.
  • Ensure schedule adherence, including obtaining pre-approval for breaks or time off as required.
  • Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
  • Maintain a high level of customer service and professionalism in all interactions.
  • Handle multiple tasks and priorities efficiently with minimal supervision.
  • Take ownership of user issues, monitor progress, and provide regular updates until closure.
  • Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.

Targeted Qualifications

  • Fluency in Polish Language, C1 level or Higher.
  • Fluency in English Language, B2 level or Higher.
  • Experience in SAP or other enterprise applications support.
  • Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
  • Customer-focused mindset with a commitment to service excellence.
  • Excellent verbal and written communication in English.
  • Understanding of IT concepts such as SDLC, operating systems, and database technologies.
  • Self-motivated, proactive, and adaptable in a dynamic work environment.
  • Ability to manage time effectively and remain organized under pressure.
  • Familiarity with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
  • Min 1–3 years in IT Service Desk, Application Support, or Technical Support (L1–L2).
  • ITIL Foundation, MCSE, or equivalent.
  • Strong problem-solving and analytical abilities.

Interpersonal Skills

  • Communicative, Speak and/or write well and get your ideas across to others easily.
  • Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
  • Confident, Pleasant, Energetic, Helpful, Trustworthy
  • Efficient, Perform tasks in the fastest and simplest ways that they can be done.
  • Organized and punctual, put things in order so that they run smoothly and are always on time.
  • Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
  • Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
  • Precise, Make sure that things are done accurately, correctly, and exactly.
  • Willingness to acquire new knowledge.
  • Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

Offer & Benefits

  • Salary: Kindly share your salary expectations.
  • Office Based – Budapest, Hungary.
  • Comprehensive medical coverage.
  • 4 weeks of paid vacation annually.
  • A global team committed to the company values.
  • A dynamic work environment in a dynamically international company.

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