Service Desk Analyst

Job Title: IT Service Desk AnalystLocation: HungaryJob Summary: We are seeking a skilled IT Service Desk Analyst to join our team in Hungary. The ideal candidate will provide exceptional support for IT-related issues and ensure timely resolution of incidents and service requests. Proficiency in French is essential for effective communication with our clients. Key Responsibilities: Incident Management: Serve as the first point of contact for all IT-related issues via phone, email, and chat. Log incidents and service requests in the ITSM tool, ensuring accurate documentation. Technical Support: Troubleshoot and resolve hardware, software, and network-related problems.

Provide 1st line support for various IT services, including desktop environments, applications, and peripherals. Customer Interaction: Communicate effectively in French with clients to understand their needs and provide updates on incident status. Maintain a professional demeanor while ensuring a positive customer experience. Monitoring and Reporting: Monitor ticket queues to ensure adherence to SLAs and timely resolution of issues. Prepare and maintain documentation, including FAQs and knowledge base articles. Collaboration: Coordinate with other IT teams and escalate issues as necessary to ensure efficient problem resolution. Participate in team meetings to discuss improvements in processes and service delivery. Skills and Qualifications:

Language Proficiency: Fluent in French (written and spoken); proficiency in English is a plus. Technical Skills: Strong understanding of IT support processes and ITIL best practices. Familiarity with Windows operating systems, Microsoft Office Suite, and common troubleshooting tools. Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Problem-Solving Skills: Strong analytical and troubleshooting skills, with a focus on delivering solutions. Experience: Previous experience in an IT service desk or technical support role is preferred. Education:

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not mandatory. Work Environment: The role will require working in a shift-based system to provide support during business hours.