Service Desk Analyst - Czech - Budapest

Full-time Information and Record Clerks

Position: Service Desk Analyst

Location: Budapest, Hungary

Work model: onsite

Employment type: Full-time, 1 year contract with possibility of extension / permanent contract

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DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests


• Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.


• Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.


• Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.


• Manage incident handling, escalation processes, and follow-up communications effectively.


• Take ownership of user issues, monitor progress, and provide regular updates until closure.


• Ma...