As a Second Level Service Desk Analyst your main goal is:
- Provide support on IT infrastructure related issues to customers.
- Analyze issues and requests and escalate unsolved cases to the appropriate IT team.
- Maintain end-to-end ownership of all incidents and service requests in scope of the Level 2 support team.
- Record, track, manage cases (incidents, requests, change or problem tickets) in the helpdesk tracking database.
- Manage high priority incidents and provide support for planned special events.
- Effectively communicate and coordinate work with other team members.
- Perform incidents trend analysis.
- Take over calls warm transferred from L1 as per the available processes.
- Perform reporting on distribution, asset statuses, licenses as and when required.
- Document new technical solutions.
- Document and share best practices with other colleagues.
What you will bring:
- A high school diploma.
- German on a business level (working/support language).
- English on a communication level (for interviews, training, and internal communication).
- Prior experience in the IT field as a Service Desk Analyst (minimum 2 years).
… and your main advantages are:
- MCP/MCSA/MCSE certification or completion of the ITIS EUC Academy or equivalent experience.
- Advanced knowledge of Windows OS, Microsoft Office and Internet Explorer, Shared Drives, Active Directory, SharePoint, Scripting, Win Registry, SQL, Server Administration.
- Excellent Hardware knowledge (Desktop, Laptop, Cisco telephone devices, mobile devices).
- Capability to understand IT environment, basic knowledge about networks, TCP/IP, PC Configuration, Email systems.
- Knowledge of mobile platforms and MDMs.
- ITIL Foundation knowledge.
Some of the benefits you will enjoy:
- TCS has been delivering services from Hungary since 2001, making us a perfect choice if you’re looking for stability.
- We provide a wide range of benefits, including a market-leading comprehensive private health care package.
- We offer extensive self-development opportunities: our colleagues have many training possibilities for personal and professional growth.
- At TCS Hungary there are both vertical and horizontal career options for those who like to challenge themselves and try out different areas and positions.
- You will be part of a global and diverse working environment with relaxation areas, terraces, and a friendly atmosphere.
- You can seize the day with us at our company events, hobby clubs, and sporting initiatives.
- An attractive compensation package.
About your contract:
- Full time, indefinite.
- Working hours: 40 hours/week in various shifts.
- Legal requirements: You need to be to be currently eligible to work in Hungary.
About your application:
Our data protection policy is as follows:
“Please only include in your CV information that is relevant for your application to this role."
Our recruitment team will carefully review all applications and will connect with those applicants that meet our current requirements.
Job Type: Full-time
Work Location: Hybrid remote in 80339 München, Germany
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