Swedish Service Desk Associate in Budapest

About Budapest
As the capital city of Hungary, Budapest has a rich history, vibrant commerce, and excellent gastronomy. One of the most well-known cultures is their bath culture, there are thousands of visitors here to enjoy the local thermal water and sauna.
About the job
Working within one of the organization’s campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end-user support to coordination with vendor, client problem management team & other teams whilst delivering a high level of customer service and quality of service.
Key responsibility:
Voice Support & Email technical Support to ensure closure as per ITIL Incident
Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call ownership, drive to resolution, and communication with customers.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Telephonic support to End Users and co-ordination with Vendors, Client Problem
The management team and other Towers.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on Printers & MFDs
Troubleshooting VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals, and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration
Support (including IP Telephony)
Interaction with internal and external stakeholders

Required Qualification
Experience – Essential
Exposure to a similar role for a minimum of 6 months.
Fluent in Swedish and English, both oral and written.

Experience - Desirable
• 1 year or more experience in a similar role.
• Experience in Desktop support, application support
• Exposure to ITSM ticketing tools
• Working knowledge of ITIL framework.


Skills and Knowledge
• Accredited certification on maintenance of PCs, mobile devices, laptops, operating
systems and printers.
o Preferably –


CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
Comp TIA PDI+
Microsoft Office Specialist (MOS)
ITIL Service Desk Institute – Analyst.
• Excellent verbal and written communication skills.
SEND CV IN ENGLISH!