Service Desk Analyst

4 days ago

Budapest, Budapest, Hungary Salve Consulting Full time

Location: Budapest, Hungary
Work Model: Onsite
Employment Type: Full-time, 1-year contract
Compensation: Competitive base salary

Responsibilities
  • Act as the first point of contact for users via phone, chat, email, or self-service portal regarding IT-related incidents and service requests.
  • Log, categorize, and document all issues and resolutions accurately within the IT Service Management (ITSM) tool.
  • Troubleshoot and resolve technical problems in line with defined Service Level Agreements (SLAs) and ticket management procedures.
  • Collaborate with internal resolver teams or higher-level support when escalation is required.
  • Take ownership of user issues, ensure timely updates, and follow through until resolution.
  • Deliver a high standard of customer service, maintaining professionalism and empathy at all times.
  • Balance multiple priorities efficiently in a fast-paced environment with minimal supervision.
  • Ensure compliance with internal processes, quality standards, and company policies.
  • Contribute to the achievement of Key Performance Indicators (KPIs) to minimize business impact.
  • Maintain schedule adherence and seek pre-approval for time off or breaks as necessary.
  • Participate in continuous improvement initiatives aimed at optimizing service quality and user satisfaction.
Qualifications
  • Native or fluent in Czech, Dutch, Polish or Norwegian (C1) and proficient in English (B2+).
  • 1-3 years in IT Service Desk, Technical Support (L1–L2), or Application Support.
  • Bachelor's degree in IT, Computer Science, or related discipline (or equivalent work experience).
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
  • Solid understanding of IT concepts, including operating systems, SDLC, and database fundamentals.
  • Experience supporting SAP or other enterprise applications is an asset.
  • Relevant certifications (e.g., ITIL Foundation, MCSE, or equivalent) are advantageous.
  • Excellent communication, problem-solving, and analytical skills.
  • Strong customer focus, organizational ability, and adaptability under pressure.
  • Self-driven, proactive, and eager to learn in a dynamic international environment.
Benefits
  • Comprehensive medical insurance and health benefits.
  • Relocation support, including flight and accommodation assistance.
  • Access to 5,000+ free learning courses, certifications, and advanced technology training.
  • Competitive salary and additional allowances based on skills and experience.
  • 4 weeks of paid annual leave.
  • Engaging and multicultural work culture with regular team events, wellness programs, and development opportunities.
Diversity and Inclusion 

We are committed to fostering an inclusive and diverse environment where everyone's talents are valued. We welcome applications from candidates of all genders, backgrounds, identities, and experiences. Equal opportunity and respect for each individual are at the heart of our hiring process and workplace culture.

Advance Your IT Service Desk Career

If you are passionate about technology, problem solving, and providing outstanding support in Polish, Czech, Dutch, or Norwegian (as well as English), we encourage you to apply. Take the next step in your career and help us drive excellent IT service for our users.

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