Service Desk Analyst

We are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Polish speaking Service Desk Analyst for their Budapest office.

Position: Service Desk Analyst

Location: Budapest, Hungary

Work model: onsite

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• 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 ...