Polish-speaking Service Desk Analyst

Position: Polish-speaking Service Desk Analyst

Location: Budapest, Hungary
Employment type: Full-time, on-site
Remuneration: Competitive base salary

We are looking for a Polish-speaking Service Desk Analyst to join our clients dynamic IT support team in Budapest. In this role, you will be responsible for providing first-line technical assistance to users, handling IT-related queries, and ensuring timely and effective issue resolution. The ideal candidate will have a strong customer service mindset, excellent problem-solving abilities, and a passion for technology.

Responsibilities

• Serve as the first point of contact for IT-related issues via phone, chat, email, and self-service portal.

• Accurately record, manage, and resolve incidents using ITSM tools (e.g., ServiceNow, BMC Remedy).

• Ensure all tickets are resolved within the defined service levels and escalate unresolved issues when required.

• Coordinate between users and resolver teams to guarantee timely resolutions.

• Take ownership of user problems, provide updates, and follow through until closure.

• Deliver exceptional customer service and maintain adherence to service management principles.

• Support team objectives by identifying opportunities to enhance service performance and processes.

• Adhere to company and client policies, procedures, and KPI standards.

Requirements

• Fluent in Polish (C1) and strong English communication skills (written and spoken).

• Previous experience in IT Service Desk, Technical Support, or Application Support (L1L2).

• Understanding of IT concepts such as operating systems, databases, and software applications.

• Practical experience with ITSM tools such as ServiceNow, BMC Remedy, or CA Service Desk.

• Knowledge of ITIL processes (ITIL certification is an advantage).

• Strong problem-solving and analytical skills with the ability to work independently and within a team.

• Excellent communication and customer service skills with a professional approach.

• Ability to multitask in a fast-paced environment.

• Willingness to work on-site in Budapest, Hungary.

Preferred Qualifications

• IT-related certifications such as ITIL, MCSE, or other relevant technical credentials.

• Prior experience supporting SAP applications or monitoring tools.

What's on Offer

• Competitive base salary package.

• Professional training and career development opportunities.

• Collaborative and multicultural work environment.

• Opportunity to develop a long-term career in IT support and service management.

Ready to take your IT career to the next level?
Apply now and become part of a leading international support team in Budapest!