Tech Mahindra
Budapest
700 000-800 000 HUF havonta
Teljes munkaköri leírás
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user’s technical issues, which may range from basic troubleshooting to more complicated technical issues. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role.
Key responsibilities
· Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries
· Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.
· Ensure that issues are resolved within ticket life cycle
· Co-ordination between users and resolver groups (if necessary)
· Incident handling and escalation management
· Work independently and within a team
· Communicate well with internal and external contacts
· Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
· Adhere to Tech Mahindra and client’s procedures, policies and guidelines
· All KPI related tasks must be followed & adhered to avoid business impact
· To ensure that breaks are pre-approved by SME, Team Leader or Manager
· Strong problem resolution skills
· Escalate unresolved calls to the resolution support team
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
· To maintain a high degree of customer service for all support queries and adhere to all service management principles
· Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
· Work from office all days
Skills/qualifications required
· Certifications (Optional) ITIL, MCSE, Software Development / Application support
· Level of expertise L1 – L2 On-site Or Remote Support
· Excellent communication skills and telephony manners
· Application Support: Prior experience in Application support / Software development, IT Service Desk
· IT Awareness: Understanding of SDLC, database technology, OS components would be useful
· Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.
· ITIL: Knowledge of ITIL processes and procedures would be an added advantage
· SAP – Application Support – optional
· Native/C1/B2 level [French /Dutch/ Italian/ Hungarian/ German/ Lithuanian/ Romanian/ Polish] language skills in combination with excellent English language.
· Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
· Excellent in verbal & written communication
· Problem solving abilities, strong logical analytics
Business Overview:
Tech Mahindra is a multi-billion £ company who employ over 125,000 professionals across ninety countries, helping over a thousand customers, including fortune five hundred companies achieve excellent customer experience.
At Tech Mahindra, a culture of driving positive change, celebrating each moment, and empowering all to Rise drives us to dream, do, and become more. By living our culture, both as individuals and as a team, we establish and advance our presence as a brand that is global, innovative, and caring.
Our culture also leads the way for us to be and become a Company with a Purpose. We try to achieve this by making responsibility personal and adopting sustainability as a way of life at Tech Mahindra.
That is the Tech Mahindra way… to RISE!
What makes a wonderful team? A Diverse team!
We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you!
Interested? Contact our Talent Acquisition team! We look forward to speaking with you!
A job is not just a job. It is who you are!
Tech Mahindra is an equal opportunity employer and is proud to be a Disability Confident employer.
We actively encourage individuals with disabilities to apply for this position and to disclose any specific requirements for the application and interview process.
Our commitment to diversity extends beyond recruitment, as we strive to create a workplace that embraces differences and values the unique contributions of every team member.
If you require any reasonable adjustments to participate in the application or interview process, please speak with your recruiter and we will work with you to ensure a smooth and accessible experience.
Join us in fostering an inclusive environment where everyone can thrive and contribute their best!
Job Type: Full-time
Pay: 700,000.00Ft – 800,000.00Ft per month
