Service Desk Analyst (Norwegian)
careerxtra · Budapest, Central Hungary, Hungary ·
- Employment
- Contract
- Category
- Support
- Experience
- 1+ years
A Norwegian-speaking Service Desk Analyst provides first-line IT support in Budapest, handling incidents and service requests via phone, chat, and email, logging tickets in ITSM tools (e.g., ServiceNow, BMC Remedy), and resolving issues within SLAs. It's a full-time, 1-year onsite contract with an outsourcing/BPO consultancy.
We are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Norwegian speaking Service Desk Analyst for their Budapest office.
Position: Service Desk Analyst
Location: Budapest, Hungary
Work model: onsite
Employment type: Full-time, 1 year contract
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
- Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests
- Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
- Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.
- Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.
- Manage incident handling, escalation processes, and follow-up communications effectively.
- Take ownership of user issues, monitor progress, and provide regular updates until closure.
- Maintain a high level of customer service and professionalism in all interactions.
- Work independently as well as collaboratively within a team environment.
- Handle multiple tasks and priorities efficiently with minimal supervision.
- Adhere to company and client policies, procedures, and quality standards.
- Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
- Ensure schedule adherence, including obtaining pre-approval for breaks or time off as required.
- Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.
REQUIREMENTS:
- fluent in Norwegian, both oral and written. As well as proficiency in English.
- 1-3 years in IT Service Desk, Application Support, or Technical Support (L1L2).
- Bachelors degree in IT, Computer Science, or a related field (or equivalent experience).
- Familiarity with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
- Understanding of IT concepts such as SDLC, operating systems, and database technologies.
- Experience in SAP or other enterprise applications support.
- ITIL Foundation, MCSE, or equivalent.
- Excellent verbal and written communication in English.
- Strong problem-solving and analytical abilities.
- Customer-focused mindset with a commitment to service excellence.
- Ability to manage time effectively and remain organized under pressure.
- Self-motivated, proactive, and adaptable in a dynamic work environment.
BENEFITS:
- Comprehensive medical coverage
- Access to 5,000+ free courses, practice tools, and certifications, focusing on advanced technologies
- Attractive salary and allowances based on role and experience
- 4 weeks of paid vacation annually
- Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie