Service Desk Analyst (Polish/Dutch/Italian/Serbian)

Budapest  ‐ Onsite
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Description

Position: IT Support

Location: Budapest, Hungary

Duration: 6 months+ extendable

Client: TCS

Area of responsibility 1:

Call and Incident Management

  • Handles and documents all incoming requests or incidents within the contractually agreed time frames (Response SLA) in the actual ITSM tool provided,
  • Owns the ticket throughout its life cycle and ensures that all relevant information is captured, (as per Quality guidelines), follows up the cases regularly to ensure timely resolution,
  • Answers incoming phone calls, email, chat and self services within agreed SLA's, handles them in accordance with relevant priority and client specific call script,
  • Analyzes issues/requests and assigns on time to relevant functional teams as per assignment Matrix.

Area of responsibility 2:

Application Support

  • Performs password reset and user account unlocks in business applications as per agreed SLA's,
  • Troubleshoots the application problems as per available process.

Area of responsibility 3: Knowledge Management

  • Learns and implements new technologies, tools, processes and policies,
  • Documents new technical solutions in knowledge base (process sheets), suggests improvements to the existing ones,
  • Attends all training sessions as per the Training Plan,
  • Complete all mandatory internal requirement for training/learning on time,
  • Actively participates and shares ideas in team meetings, individual feedback sessions.
  • Dutch/Italian/Serbia/Polish
Start date
n.a
From
Silverlink Technologies
Published at
16.05.2019
Project ID:
1771734
Contract type
Freelance
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