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Munkavégzés helye
1062 Budapest, Váci út 1-3. -
Egyéb juttatások
- Egészségpénztár
- Cafeteria
- Szakmai tréningek
- Nyelvtanulás támogatása
- Munkába járás támogatás
- Egészségbiztosítás
- Nyugdíjpénztár
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Munkaidő, foglalkoztatás jellege
- Alkalmazotti jogviszony
- Általános munkarend
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Elvárt technológiák
- WINDOWS HARDWARE NETWORK ACCESS SECURITY TROUBLESHOOTING
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Biztosított eszközök
- Laptop
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Elvárások
- Német felsőfok
- 1-3 év tapasztalat
- Általános iskola
Kis türelmet...
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Állás leírása
Responsibilities
Service Desk Level 1
The Service Desk Level 1 Agent acts as the primary point of contact for end users, providing technical support via phone, email, chat, and web-based channels.
The role is responsible for delivering a high standard of customer service, accurately logging incidents and service requests, performing initial troubleshooting and diagnosis, and resolving issues at first point of contact whenever possible. The Service Desk Level 1 Agent ensures tickets are managed efficiently, documented thoroughly, and escalated appropriately when further support is required.
In addition, the role contributes to service excellence by maintaining knowledge resources, sharing best practices, and proactively guiding users to enhance their overall support experience.
The Service Desk Level 1 Agent acts as the primary point of contact for end users, providing technical support via phone, email, chat, and web-based channels.
The role is responsible for delivering a high standard of customer service, accurately logging incidents and service requests, performing initial troubleshooting and diagnosis, and resolving issues at first point of contact whenever possible. The Service Desk Level 1 Agent ensures tickets are managed efficiently, documented thoroughly, and escalated appropriately when further support is required.
In addition, the role contributes to service excellence by maintaining knowledge resources, sharing best practices, and proactively guiding users to enhance their overall support experience.
Requirements
Incident & Service Request Management
- Act as the first point of contact for incidents and service requests received via phone, email, chat, and web-based support channels.
- Accurately log, categorise, and manage support tickets, ensuring ownership from initial contact through to resolution and closure.
- Monitor and resolve system-generated and automated tickets, maintaining accountability throughout the ticket lifecycle.
- Deliver a high level of First Contact Resolution (FCR) by utilising knowledge articles, troubleshooting guides, and established support processes.
- Perform initial diagnosis and troubleshooting, escalating complex issues to Level 1.5, Level 2, or specialist resolver teams with detailed supporting information.
- Coordinate with Field Support teams when on-site intervention is required, ensuring all necessary information is provided for efficient resolution.
- Conduct follow-up activities with end users to verify issue resolution and ensure a positive customer experience prior to ticket closure.
- Consistently achieve and exceed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer satisfaction targets.
- Maintain accurate documentation and contribute to the continuous improvement of support processes and knowledge resources.
- Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
- Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
- Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.
Nice-to-have
You will be successful in this role if you have:
- Minimum 6 Month of experience in a service desk role or other similar technical role.
- Language proficiency in English and German B2/C1 level or equivalent is a must.
- Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server) and network environments
- Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage.
- Strong customer service orientation and communication skills.
- Ability to multitask and manage workload in a fast-paced environment.
- Detail-oriented with excellent documentation and follow-up abilities.
- Collaborative mindset with a focus on knowledge sharing and continuous improvement.
- Critical thinking: diagnostic reasoning and identifying connections
What we offer
Benefits Package
In addition to a competitive salary, employees have access to a comprehensive benefits package designed to support their wellbeing, financial security, professional development, and work-life balance.
Financial & Lifestyle Benefits
In addition to a competitive salary, employees have access to a comprehensive benefits package designed to support their wellbeing, financial security, professional development, and work-life balance.
Financial & Lifestyle Benefits
- Monthly flexible benefits allowance that can be allocated across a range of options.
- Meal vouchers and cultural, sports, and recreational discounts.
- Private healthcare support, including access to a voluntary health fund.
- Voluntary pension scheme with employer-supported options.
- Housing support for eligible employees under 35 years old.
- Travel and commuting reimbursement, including public transport support.
- Nursery and kindergarten assistance.
- Student loan repayment support.
- Car-sharing and mobility scheme access.
- Private medical insurance after a qualifying period.
- Life and accident insurance coverage.
- Optical support contribution towards prescription glasses.
- Discounted access to sports and fitness facilities.
- Employee Assistance Programme offering confidential support, counselling, wellbeing coaching, financial guidance, and legal information services.
- Hybrid working support allowance for employees working remotely.
- Bike-friendly workplace facilities, including secure storage and changing facilities.
- Free language training programmes.
- Access to a wide range of online learning and professional development courses.
- Continuous learning opportunities through internal training platforms.
- Employee recognition and reward programmes.
- Community and CSR initiatives.
- Charity and volunteering opportunities.
- Team-building activities, social events, and networking opportunities.
- Celebration of service milestones and professional achievements.
Workplace extras
- Cafe
- Bicycle storage
Company info
Join a leading global technology services provider that supports some of the world's largest organisations with cloud transformation, digital workplace services, infrastructure management, and end-user support. With a strong international presence and a focus on innovation, the company delivers technology solutions that help businesses improve productivity, enhance user experience, and accelerate digital transformation.
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