Manage incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and a ticketing system. Participate in on-call duties. Generate, categorize, resolve, and document tickets. Serve as a liaison with system specialists and various departments. Oversee, mo...
...
Manage incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and a ticketing system.
Participate in on-call duties.
Generate, categorize, resolve, and document tickets.
Serve as a liaison with system specialists and various departments.
Oversee, monitor, and assign tickets based on SLAs.
Document solution descriptions and maintain the knowledge database.
Provide training for new employees.
Deliver high-quality, customer-focused support to end users and assist with inquiries related to IT applications and systems.
Handle major incidents and communicate updates to management and relevant departments.
Perform remote troubleshooting for end users.
Requirements
Completed training as an IT specialist or relevant professional experience
High level of service and customer focus
Proficient in both German and English
Solid understanding of current PC architectures, hardware, and software technologies
Familiarity with Active Directory
Experience using remote desktop tools
Quality-driven and solution-oriented approach to work
Ability to collaborate within a team, with strong communication skills and resilience
Strong emphasis on service and customer orientation, ideally with experience in retail
Benefits
Step into a significant and demanding position that offers great visibility
Join the exceptional growth journey of the company, which provides remarkable development and career advancement opportunities
Acquire knowledge about the defense and automotive sectors
Take advantage of various professional training sessions and events
Appreciate our international and flexible work culture, with a main office located in Budapest and the option for up to 100% remote work
