Service Desk Analyst with Hungarian

4 days ago

Budapest, Budapest, Hungary Wipro Full time €7,500 - €15,000 per year

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents

Key Skills Required:


• IT Service Desk experience 1-5yrs


• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)


• Understanding of Windows operating system


• Assisting with configuring/troubleshooting of Software and Hardware


• Experience working with ServiceNow to log, track, close tickets


• Experience in resolving IT issues via phone/email/chat


• Excellent telephone etiquettes and customer service


• Excellent troubleshooting skills


• Knowledge of Microsoft based operating systems with emphasis on Windows X


• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)


• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.


• Basic understanding of PC hardware set-up and configuration.


• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.


• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts


• Willingness to work in 16x5 support environment – Voice Support


• Excellent time management skills and ability to work under pressure


• Continuous commitment to professional development


• Language Requirements – English + Hungarian/Polish/Russian

Key Accountabilities:


• To provide 1st line technical support, answering support queries via phone, email, Chat and Web


• To maintain a high degree of customer service for all support queries and adhere to all service management principles.


• To take ownership of user problems and be proactive when dealing with user issues.


• Logging / verifying customer details


• Identifying the issue and categorizing / prioritizing the incident


• Creating a ticket in CRM tool like ServiceNow


• Referring KB for workaround / resolution and attempting resolution


• Strong interpersonal skills are a prerequisite.


• Ability to work effectively in a dispersed team and individually.


• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)


• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)


• Routing / Chasing tickets with other Resolver groups


• Recording trend of calls and identifying outages proactively


• Callbacks for customer not reachable cases & customer request


• Identifying the trend of calls / tickets and highlighting it to L1.5/ Team Lead as applicable for outage confirmation


• Creating child tickets and tagging them with problem tickets


• Callback the user and confirm resolution (wherever applicable)


• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber/ Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW


• Handling issues using Remote tools.


• Makes recommendations for updates to the KB database

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