The company is an ICT Services group with an extensive history that extends over 130 years, and we have a large team with 4000+ employees in 22 countries. Our Hungarian operation is a team of 200+ employees and is undergoing rapid growth. Our services portfolio span across Cloud Services, Smart Spaces, Business Applications, Security & Compliance, Field&On-site Support, Service Desk and Network Services.
The company is full of diverse people focused on a common goal of reimagining the digital experience. Our strength is that we embrace, in fact rely on cultural differences and diversity to bring a wealth of perspectives to this one common cause.
Jobholders are required to respond to a volume of customer contacts, providing a high degree of client satisfaction. Provide second line technical support to clients, advanced applications/systems knowledge, and the ability to analyse, diagnosis and resolve complex client problems in a Shared Desk environment.
Pozíció leírása / Job description- Carry out advanced level of troubleshooting on operating system issues, network availability and reachability
- Provide accurate and creative solutions that meet pre-defined quality measures
- Take enquires via standard contact channels
- Initiate outbound calls to end users for remote troubleshooting and assistance
- Utilize automated diagnostic programs to solve network issues
- Use helpdesk software to log calls with descriptions of issues, progress, and solutions
- Initial triage and resolution of incidents using various ITSM tools
- Extend technical support to other resolver teams
- Ensure that tickets raised per shift are treated as per SLA, escalate as defined in the escalation matrix
- Train and coach junior colleagues (if specifically instructed by Team Manager)
- Provide technical input to knowledge base update/creation where necessary
- Ensure compliance with all management systems for quality, environment, and information security for the dedicated area
- Cooperates in process reviews, improvement projects and audits
- 2-4 years of experience in a helpdesk environment
- Knowledge of ITIL v3 processes
- Advanced spoken and written italian AND English language skills
- A mix of analytical ability and customer focused communication skills
- Good communication with a professional telephone manner
- Good analytical skills
- Solution driven mindset when facing problems
Nice to have:
- Knowledge on Change management, Capacity management and Problem management
- Experience in Unix/Windows server administration
- Experience in storage, virtualization, backups (vCenter and VM)
- Experience on NetBackup
- Knowledge on Networking concepts
- Language Allowance
- SZÉP Card Benefit
- Sign-on bonus
- Union Private Health Insurance
- Home office opportunitiy, even remote
- Fitness pass: 8 free sessions per month in the Life 1 and Gilda Max gyms
- Free online training programmes on Udemy and NorthStar
- Flexible hybrid working, remote work is possible
- Multicultural environment with 25+ Nationalities
- Our Employee Assistance Program can provide professional help with your mental and physical health, finances, and legal issues
Anikó Lőscher
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