Service Desk Analyst with Swedish

at  DKR

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Swedish speaking Service Desk Analyst for their Budapest office.
Position: Service Desk Analyst
Location: Budapest, Hungary
Work model: hybrid
Employment type: Full-time
Remuneration: Base salary.

REQUIREMENTS:

Native/fluent in Swedish, both oral and written. Fluent in English (at least B2 level)
Level of expertise L1 - L2 On-site Or Remote Support
Excellent communication skills (both oral and written)
Prior experience in Application support/Software development, IT Service Desk
Understanding of SDLC, database technology, OS components would be useful
Hands on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
Knowledge of ITIL processes and procedures would be an added advantage
Self-motivated, gains satisfaction from providing excellent customer service
Problem solving abilities, strong logical analytics
Ability to multi-task, handling multiple assignments simultaneously
Able to work independently and as a part of the team.

Handle incoming contact from users through phone calls, chat and emails regarding IT issues and queries in a timely manner
Troubleshoot desktop, application related issues on users machine using remote tools
Troubleshoot issues on iOS and Android devices
Determine and isolate source of computer problems (hardware, software, user access, etc.)
Take ownership and responsibility of any issues from start to a successful resolution
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Document resolutions for future reference
Incident handling and escalation management
Follow and adhere to all KPI related tasks to avoid business impact
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Perform any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.