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DESCRIPTION
Workster is pertnering with a leading Outsourcing/BPO consultancy who is seeking to onboard a Polish speaking Service Desk Analyst for their Budapest office.
Your Role:
- 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
- Native/fluent in Polish (C1), both oral and written. As well as proficiency in English (at least B2 level).
- 1–3 years in IT Service Desk, Application Support, or Technical Support (L1–L2).
- Bachelor’s 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.