Service Desk Analyst (Swedish)

David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across the Europe. We bring a fresh and innovative approach to recruitment services, acting as liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Swedish speaking Service Desk Analyst for their Budapest office.

Position: Service Desk Analyst

Location: Budapest, Hungary

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, application related issues on users machine using remote tools
• Troubleshoot issues on iOS and Android devices
• Determine and isolate source of computer problems (hardware, software, user access, etc.)
• Take ownership and responsibility of any issues from start to a successful resolution
• Escalate issues and involve experts wherever required in order 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 a better service to the client or improvement to the KPI.

REQUIREMENTS:

• Native/fluent in Swedish, both oral and written. Fluent in English (at least B2 level)
• 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 on 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, strong logical analytics
• Ability to multi-task, handling multiple assignments simultaneously 
• Able to work independently and as a part of the team.

BENEFITS:

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