Dutch-speaking Service Desk Analyst

Position: Dutch-speaking Service Desk Analyst

Location: Budapest, Hungary
Employment type: Full-time, on-site
Remuneration: Competitive base salary

We are seeking a Dutch-speaking Service Desk Analyst to join our client's IT support team based in Budapest. In this role, you will act as the first point of contact for all IT-related queries, providing professional technical assistance and ensuring quick and effective problem resolution. The ideal candidate will be customer-focused, tech-savvy, and able to deliver high-quality service in a dynamic environment.

Responsibilities

• Serve as the initial point of contact for IT issues through phone, chat, email, and self-service portal.

• Log and track all incidents in the ITSM system, ensuring timely follow-up and resolution.

• Collaborate with internal teams and resolver groups to ensure complex issues are resolved efficiently.

• Take ownership of user problems and maintain clear, proactive communication with end-users.

• Adhere to service-level agreements (SLAs) and performance KPIs.

• Deliver exceptional customer service and maintain professional standards at all times.

• Identify opportunities to improve processes and enhance user satisfaction.

• Ensure compliance with company and client policies, procedures, and guidelines.

Requirements

• Fluent in Dutch (C1) and strong English communication skills (spoken and written).

• Previous experience in IT Service Desk, Technical Support, or Application Support (L1L2).

• Strong understanding of IT fundamentals, including operating systems, databases, and applications.

• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.

• Knowledge of ITIL principles and procedures (certification is a plus).

• Excellent problem-solving, analytical, and multitasking skills.

• Strong interpersonal skills with a customer-first mindset.

• Ability to work independently and as part of a team.

• Willingness to work on-site in Budapest, Hungary.

Preferred Qualifications

• IT certifications such as ITIL, MCSE, or other technical qualifications.

• Previous experience supporting SAP applications or using monitoring tools.

What's on Offer

• Competitive salary and comprehensive benefits package.

• Professional training and ongoing career development.

• Supportive, multicultural work environment.

• Opportunity to grow within a leading global IT services company.