Service Desk Analyst (Swedish)

We are partnering with a leading Outsourcing/BPO consultancy to onboard a Swedish-speaking Service Desk Analyst for their office in Budapest, Hungary. This hybrid role offers an exciting opportunity to provide IT support in a dynamic and collaborative environment.

Position: Service Desk Analyst
Location: Budapest, Hungary
Work Model: Hybrid
Employment Type: Full-time
Remuneration: Base salary

Duties and Responsibilities:

• Handle incoming contact from users through phone calls, chat, and emails regarding IT issues and queries in a timely manner.
• Troubleshoot desktop and application-related issues on users' machines using remote tools.
• Troubleshoot issues on iOS and Android devices.
• Determine and isolate the source of computer problems (hardware, software, user access, etc.).
• Take ownership and responsibility for any issues from start to a successful resolution.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Document resolutions for future reference.
• Incident handling and escalation management.
• Follow and adhere to all KPI-related tasks to avoid business impact.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Perform any additional ad hoc tasks that may contribute to better service to the client or improvement to the KPI.

Requirements:

• Fluent in Swedish, both oral and written. Fluent in English.
• Level of expertise L1 L2 On-site or Remote Support.
• Excellent communication skills (both oral and written).
• Prior experience in Application support/Software development, IT Service Desk.
• Understanding of SDLC, database technology, OS components would be useful.
• Hands-on experience with ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk.
• Knowledge of ITIL processes and procedures would be an added advantage.
• Self-motivated, gains satisfaction from providing excellent customer service.
• Problem-solving abilities and strong logical analytics.
• Ability to multi-task and handle multiple assignments simultaneously.
• Able to work independently and as part of a team.

Benefits:

• Excellent remuneration package based on experience, skills, and performance.
• Be part of a dynamic and creative team with a positive and friendly atmosphere.
• Guidance and tools to reach your full potential.

If you are a proactive and skilled IT professional fluent in Swedish, this role offers a fantastic opportunity to develop your career in a supportive and innovative environment. Join a vibrant team in Budapest and contribute to delivering exceptional IT support services.