Need Service Desk Analyst (0 to 4 years can apply)

Title : Entry to Mid level Service Desk Analyst

Location : Budapest,HU

Job Type : Permanent with Client

Required Language : German (Independent Users)

• Act as a single point of contact for phone calls, chats and emails from users regarding IT issues and queries
• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Strong problem resolution skills. 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