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Unisys Hungary opened its Budapest office in January 2007 and a second office in Pécs in 2012 providing business process outsourcing and technical help desk services to its prestigious clients across Europe. We are currently looking for a talented individual in our Budapest office for the below position.

COMMAND CENTER OPERATIONS ANALYST (with fluent English, 7x24 rotating shift)

Role purpose

    The Command Center 1st level Operations Analysts are responsible for initial diagnosis using remote management tools and assigning incidents that have not been resolved during the initial support process to recovery groups. Retain ownership of the incident, remaining responsible for ensuring that the incident continues to be progressed and escalated in accordance with service level targets. Gathering data and providing progress updates to the customer service desk and internal support teams throughout the life of an incident. Once incidents have been resolved, the 1st level operators will confirm that the initiator is satisfied with the incident resolution, prior to closing the incident record.

Key responsibilities /outcomes

  • Incident queue monitoring and recording
  • Initial support and classification, correlating events and performing initial fault diagnostic
  • Communication within the organization
  • Routing requests to recovery groups when incidents are not resolved during initial support
  • Monitoring the status and progress toward resolution of all open incidents
  • Keeping affected customer informed about progress
  • Escalating if necessary
  • Resolution and recovery of incidents not assigned to resolver groups
  • Resolution confirmation and closure of incidents
  • Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures
  • Participate in change management activities following industry best practices

profile

  • 2 years relevant system/network monitoring or 2-3 years of service desk experience
  • Have a minimum of 2 years’ experience working in an IT Managed Services environment
  • Have a basic knowledge of TCP/IP, systems management; exposure to Windows Server operating systems and Cisco IOS
  • Have a working knowledge of MS Outlook and related applications
  • Fluency in English (will be tested prior to the interview)
  • Have a positive attitude towards working shifts: our operations are 7 x 24 hours, all days of the year ITIL foundation knowledge will be considered an advantage
  • Have excellent customer service skills
  • Be a stress resistant team player with a self-starting, self-motivating and self-learning work approach Familiarity with one or more ITSM platforms

we offer

  • Continous development and growth
  • Wide range of internal trainings
  • Language courses within the company
  • Regular fruit days
  • Relaxation room
  • Sport events/competitions and family days

Sector(s):

  • Business Supporting Centres
  • Client Support, Administration
  • IT Support
  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • 1-3 years professional experience

Required language level:

  • English - intermediary/communicative

Job location:

Budapest

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.

A hirdetés adatai:
  • Pozíció neve: Command Center Operations Analyst (with fluent English, 7x24 rotating shift)
  • Rövid pozíció név: Elemző
  • Hirdető cég: Unisys
  • Elsődleges kategória:
  • Terület: Budapest
  • Feladatok: Incident queue monitoring and recording Initial support and classification, correlating events and performing initial fault diagnostic Communication within the organization Routing requests to recovery groups when incidents are not resolved during initial support Monitoring the status and progress toward resolution of all open incidents Keeping affected customer informed about progress Escalating if necessary Resolution and recovery of incidents not assigned to resolver groups Resolution confirmation and closure of incidents Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures Participate in change management activities following industry best practices
  • Elvárások: 2 years relevant system/network monitoring or 2-3 years of service desk experience Have a minimum of 2 years’ experience working in an IT Managed Services environment Have a basic knowledge of TCP/IP, systems management; exposure to Windows Server operating systems and Cisco IOS Have a working knowledge of MS Outlook and related applications Fluency in English (will be tested prior to the interview) Have a positive attitude towards working shifts: our operations are 7 x 24 hours, all days of the year ITIL foundation knowledge will be considered an advantage Have excellent customer service skills Be a stress resistant team player with a self-starting, self-motivating and self-learning work approach Familiarity with one or more ITSM platforms
  • Elvárt végzettség: Középiskola
  • Elvárt nyelvismeret: Angol
  • Foglalkoztatás jellege: Teljes munkaidő
  • Szükséges tapasztalat: 1-3 év szakmai tapasztalat
  • Feladás dátuma: 2018-02-20
Állás, munka még: Unisys>