Arbetsbeskrivning

Tech Mahindra is part of the Mahindra Group and was founded in India in 1945. Since then, the company has expanded and is now a multinational company with 260,000 employees in over 100 countries. The vision of Tech Mahindra to make other organizations better and more cost- effective through the use of modern digital solutions.

We now have an available role in beautiful Budapest as a service desk agent for a Swedish speaker. In the role as a service desk agent you will provide first line support, where you will be working with applications / systems to undertake analysis, diagnosis and resolution of user’s technical issues, which may range from basic troubleshooting to more complicated technical issues.

This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role.

Key responsibilities

• Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries
• Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client’s procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Escalate unresolved calls to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Work from office all days

Skills/qualifications required

• ·Experience with L1-L2 onsite or remote support
• Swedish and English language skills: professional level
• Application Support: Prior experience in Application support / Software development, IT Service Desk
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.
• IT Awareness: Understanding of SDLC, database technology, OS components would be useful
• Good communication skills, both verbal and written
• We believe you enjoy providing excellent customer service/ support
• Problem solving abilities, strong logical analytics

It is an advantage if you have any of the following:

• Certifications: ITIL, MCSE, Software Development / Application support
• ITIL: Knowledge of ITIL processes and procedures
• SAP - Application Support

To apply, please share your resume to [email protected]. We look forward to receiving your CV and will review applications on a rolling basis.