Support Analyst (Swedish)

Where: Budapest (Hungary)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Swedish

Task and Responsibilities

  • Single and first point of contact for all IT issues involving use of or access.
  • Taking calls and handling incidents or service requests using incident and request fulfilment processes.
  • Log all incidents /service request details, allocate categorization and prioritization codes.
  • Provide first line investigation, diagnosis and resolve the incidents/service requests.
  • Escalate incidents/service request that cannot be resolved within the agreed timelines.
  • Inform users of progress, notify them of impending changes or agreed outages.
  • Close all resolved incidents, requests and other calls.
  • Track open, escalated issues to closure.
  • Maintain regular communication to affected users during the incident lifecycle.
  • Responsible for in-scope Event Management- Request Management- Incident Management – (first level resolution and triaging) proactive problem management as per the defined guidelines and instructions in the SOPs/Run books.
  • Adhere to the client KOI’s and SLA’s.
  • Contribute to the knowledge database.

Essential Sills

  • Bachelor’s degree preferred.
  • Experience in Service Desk activities is an advantage.
  • Experience in Customer Service Experience is an advantage.
  • Experience in Knowledge Management.
  • Experience in Data Analysis & Reporting is an advantage.

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