Polish-speaking Service Desk Analyst

Polish-speaking Service Desk Analyst

Budapest, Central Hungary, Hungary

Position:
Polish-speaking Service Desk Analyst

Location:

Budapest, Hungary

Employment type:

Full-time, on-site Remuneration:
Competitive base salary

We are looking for a Polish-speaking Service Desk Analyst to join our client's dynamic IT support team in Budapest. In this role, you will be responsible for providing first-line technical assistance to users, handling IT-related queries, and ensuring timely and effective issue resolution. The ideal candidate will have a strong customer service mindset, excellent problem-solving abilities, and a passion for technology.

• Serve as the first point of contact for IT-related issues via phone, chat, email, and self-service portal.
• Accurately record, manage, and resolve incidents using ITSM tools (e.g., Service Now, BMC Remedy).
• Ensure all tickets are resolved within the defined service levels and escalate unresolved issues when required.
• Coordinate between users and resolver teams to guarantee timely resolutions.
• Take ownership of user problems, provide updates, and follow through until closure.
• Deliver exceptional customer service and maintain adherence to service management principles.
• Support team objectives by identifying opportunities to enhance service performance and processes.
• Adhere to company and client policies, procedures, and KPI standards.

• Fluent in Polish (C1) and strong English communication skills (written and spoken).
• Previous experience in IT Service Desk, Technical Support, or Application Support (L1L2).
• Understanding of IT concepts such as operating systems, databases, and software applications.
• Practical experience with ITSM tools such as Service Now, BMC Remedy, or CA Service Desk.
• Knowledge of ITIL processes (ITIL certification is an advantage).
• Strong problem-solving and analytical skills with the ability to work independently and within a team.
• Excellent communication and customer service skills with a professional approach.
• Ability to multitask in a fast-paced environment.
• Willingness to work on-site in Budapest, Hungary.

• IT-related certifications such as ITIL, MCSE, or other relevant technical credentials.
• Prior experience supporting SAP applications or monitoring tools.

• Competitive base salary package.
• Professional training and career development opportunities.
• Collaborative and multicultural work environment.
• Opportunity to develop a long-term career in IT support and service management.

Ready to take your IT career to the next level? Apply now and become part of a leading international support team in Budapest!