Service Desk Specialist

About the role

The IT service desk specialist provides remote support and guidance to users of computer hardware - whether configuring their workstations or resolving incidents. After carefully gathering the information, they perform a thorough diagnosis, take remote control to apply the appropriate solution, or redirect the request to an escalation group. Patient and pedagogical, they adjust their explanations to users who may be stressed or unfamiliar with technical terminology, while ensuring the quality and traceability of every intervention.

Main responsibilities:

• Handling incidents related to workstations and general office IT

• Ensure the accuracy of information recorded in the ITSM and maintain proper traceability of all interactions with end-users

• Handle requests through various channels available to end-users

• Understanding and clarifying issues by asking precise, targeted questions or rephrasing user explanations

• Diagnosing hardware and software problems remotely using established procedures

• Guiding users step-by-step through troubleshooting, or taking remote control to implement fixes directly

• Prepare detailed technical summaries for escalation to Level 2/3

• Report needs and gaps in the knowledge base

• Contribute to drafting knowledge articles

• Participate in the onboarding training with new hires

• Proactively manage asynchronous activities

Required skills:

• Proficiency in workstation environments: Windows OS, office productivity tools, and external devices

• Basic knowledge of IP telephony and networking

• Experience with a ticketing system (e.g., Ivanti, ServiceNow)

• Strong overall IT background (installation, security, troubleshooting)

• Strong diagnostic and problem-solving skills, with the ability to work under pressure and

prioritize effectively

Required language knowledge:

• Hungarian : Native level

• English : Fluent

• German : Fluent

Why join the team?

• Competitive compensation: We offer a salary and cafeteria package that reflects your expertise and value

• International team: Work in a diverse, fast-growing team that celebrates collaboration and innovation

• Tools for success: From top-notch work equipment to a supportive team, you’ll have what you need to excel