Service Desk Officer | SwiconJobs

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Service Desk Officer

2023.01.30. | Budapest | Non-tech
Introduction
Our partner is the world's largest humanitarian network, which has been carrying out its activities successfully around the world for more than 100 years. They are continuously working on further succession with the help of a dedicated workforce, so their Digitalization and IT Department is now expanding to further support global projects and core activities.
Tasks

• Deliver a high quality information and communication technologies support services to end user community, with a focus on incidence management, service requests and the service desk function;

• Participate in the work of project teams to test the new systems that are being introduced;

• Guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework;

• Identify operational procedures gap and contribute to their development in alignment with the end users support activities requirement, maintain them up to date and provide structured support advice to the various IFRC stakeholders and end users.


Tasks:

• Provide Level-1 service desk services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.

• Assist end-users remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.

• Acquire andmaintain know-how on existing and newer IT systems in use to provide effective support to endusers.

• Ensurequality and efficiency of services provided, while respecting operating methods defined within the ITD quality standards.

• Take preventive measures to warranty IT services availability and avoid potential interruptions from an end user satisfaction level.

• Maintain the operational knowledge base in the Service Management Tool; record incident; provide quality advises during resolution; update knowledgebase.

• Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity.

• Assist in developing accurate statistics and reports from EasyVista (IT Service Management tool), provide periodic performance reports.

• Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.

• Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.

• Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.

Expectations
  • Degree in Information Technology
  • ITIL certification or equivalent
  • 3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents
  • Proven track record of service desk experience with high level quality requirement
  • Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation)
  • Good experience to receive user demands through various communication channels such emails and phone calls
  • Adept at analysis, problem solving, solution and end-user result oriented
  • Affinity for team work, collaborative attitude, open-minded and adaptable
  • Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy
  • Well organized, able to work under pressure and manage emergencies
  • Languages Required Preferred Fluently spoken and written English and Hungarian
  • Good command of another IFRC official language (French, Spanish or Arabic); Knowledge on Russian is an asset
  • Competencies (to be filled in by HR) Accountability National Society relations Teamwork Flexibility Strategic Orientation Active Directory concepts and user account management (MACD) Excellent knowledge of a Service Management Tool and support workflow usage (EasyVista preferred) Excellent knowledge of MS Windows 7 & 10 operating system environment and related end users support requests Excellent knowledge of MS Office 2016 application suite and related end users support requests
  • Good knowledge of MS
  • Fluently spoken and written English and Hungarian
  • Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests 
  • Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests 
  • Well organized, able to work under pressure and manage emergencies
Advantageous
  • Good knowledge of Microsoft Outlook and related issues, resolutions
  • Good knowledge of additional services under Office 365 (OneDrive and ooDrive)
  • Adept at analysis, problem solving, solution and end-user result oriented
  • Affinity for team work, collaborative attitude, open-minded and adaptable
  • Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy
  • Good command of another IFRC official language (French, Spanish or Arabic); Knowledge on Russian is an asset X Competencies (to be filled in by HR
Employer's offer
  • Supplementary health insurance
  • 15 days of fully-paid sick leave
  • Opportunity for telecommuting (according to the Telecommuting Policy)
  • Flexible fringe benefit system
  • AYCM sport pass
  • Laptop/Mobile phone