Technical Service Desk Agent

Key responsibilities:

• Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
• Collect, verify and record information provided from the contact in order to accurately and quickly deliver solutions that restore service
• Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service
• Document incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
• Troubleshoot/dispatch basic hardware issues
• Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes.
• Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts
• Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client's procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Provide feedback on procedures
• Escalate unresolved calls to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Perform peer-to-peer call/ticket/language audit
• Flexible working in rotational shifts including weekend and bank holidays

Skills/qualifications required:

• Experience with L1-L2 onsite or remote support

• Language Skills
  :

• • Professional level (B2/C1) in one of the following languages: Polish/ Dutch
• • English language skills: professional level

• Application Support
  : Prior experience in application support / Software development, understanding of ecommerce web sites and APIs and IT Service Desk

• Tools
  : experience with tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.
• IT Awareness
  : Understanding of SDLC, database technology, OS components would be useful
• Good communication skills, both verbal and written
• We believe you enjoy providing excellent customer service/ support
• Problem solving abilities, strong logical analytics

It is an advantage if you have any of the following:

• Certifications:
  ITIL, MCSE, Software Development / Application support
• ITIL
  : Knowledge of ITIL processes and procedures
• SAP - Application Support

Why work at Tech Mahindra?

• You will be part of a multicultural environment, where you will have colleagues and friends from all over the world. Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies. You will be part of a growing company where you will have broad development opportunities.
• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.

Do you want to join our adventure in Budapest?

We look forward to your application and to welcoming you as a colleague. Applications will be reviewed on a rolling basis. Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company.

All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions. We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.