IT Service Desk Engineer

Location:

Pécs - Baranya, Hungary

Job Family:

Digital

Worker Type Reference:

Regular - Permanent

Pay Rate Type:

Salary

Career Level:

P2

Job ID:

R

IT Service Desk – L1 Engineer

Role and Responsibilities (Including, but not limited to)

• Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
• Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
• Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
• Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
• Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
• Communicate progress on Incidents and Service Requests in a timely manner back to the end user
• To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
• Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Handling major incidents by coordinating with multiple teams
• An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
• Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable

Demonstrated Experience

• Excellent English communication skills (written and verbal) and telephone call handling etiquettes
• 2 to 4 years previous IT Service Desk experience required
• Incident Management experience (Managing incidents including business expectations and communication)
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and O365.
• Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
• Minimum Education: Graduate in Engineering or Science

Behavioral Attributes

• Strong communication skills, both verbal and written (English language)
• Work well in team environments and be self-motivated/self-starter
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results-driven in global environment
• Able to derive results in an ambiguous setting and accomplish results in line with business needs

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we've been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today's most sought-after performers, while our digital transformation solutions serve humanity by addressing the world's ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you're ready to innovate and do work that makes a lasting impact, join our talent community today

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '' about a job with HARMAN, please cease communication immediately and report the incident to us through:

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related )