Helpdesk Agent Job

Date published: June 11, 2024

This listing has expired.
ID: 12657 Location: Budapest Task: Other

Helpdesk Project in Budapest for 3-6 months


  • Responsible for providing the first-line telephone and various other media technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
  • Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. , in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. identify problems, and take corrective action.
  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering or other teams with a higher level of expertise within organization
  • Strive for a high level of first contact resolution.

Key Responsibilities

  • 1st Level telephone and other media contact support
  • Respond to and resolve customer requests
  • Accurately document calls and incidents
  • Manage time and workload to meet predetermined service levels
  • Maintain data accuracy in our contact management system
  • Assign incidents and requests to the correct support group
  • Act as a single point of contact on incidents and problems logged
  • Perform appropriate diagnostics to initiate problem management workflow process
  • Provide clients with a reference number for their incident/request
  • Understand various media sources that interface with the Help Desk
  • Support multiple clients through customer service professionalism and insight
  • Identify process efficiencies within the Service Centre and to take corrective action to implement change.
  • Discover and document process and procedures which need to be published to the team or on the Knowledgebase

Key Qualifications

  • Typically requires: High School diploma (Associate´s Degree, professional certification(s), or license preferred)
  • 2-4 years of related experience
  • at least  6 months IT Service Desk experience (providing support for MS Office, MS windows networks)

Application with CV

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