Service Desk Agent in beautiful Budapest. Hungría

Tech Mahindra is part of the Mahindra Group and was founded in India in 1945. Since then, the company has expanded and is now a multinational company with 260,000 employees in over 100 countries. The vision of Tech Mahindra to make other organizations better and more cost- effective through the use of modern digital solutions.

We now have an available role in beautiful Budapest as a service desk agent for a Swedish speaker. In the role as a service desk agent you will provide first line support, where you will be working with applications / systems to undertake analysis, diagnosis and resolution of user’s technical issues, which may range from basic troubleshooting to more complicated technical issues.

This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role.

Key responsibilities

     Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries

    Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.

    Ensure that issues are resolved within ticket life cycle

    Co-ordination between users and resolver groups (if necessary)

    Incident handling and escalation management

    Work independently and within a team

    Communicate well with internal and external contacts

    Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members

     Adhere to Tech Mahindra and client’s procedures, policies and guidelines

     All KPI related tasks must be followed & adhered to avoid business impact

    To ensure that breaks are pre-approved by SME, Team Leader or Manager

    Strong problem resolution skills

    Escalate unresolved calls to the resolution support team

    Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

    To maintain a high degree of customer service for all support queries and adhere to all service management principles

     Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

    Work from office all days

Skills/qualifications required        

    ·Experience with L1-L2 onsite or remote support

    Swedish and English language skills: professional level

    Application Support: Prior experience in Application support / Software development, IT Service Desk

    Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.

    IT Awareness: Understanding of SDLC, database technology, OS components would be useful

    Good communication skills, both verbal and written

    We believe you enjoy providing excellent customer service/ support

    Problem solving abilities, strong logical analytics

It is an advantage if you have any of the following:

     Certifications: ITIL, MCSE, Software Development / Application support

     ITIL: Knowledge of ITIL processes and procedures

    SAP - Application Support

To apply, please share your resume to eu.jobsTechMahindra.com . We look forward to receiving your CV and will review applications on a rolling basis.