IT Service Desk Operative

About the role

Greif, a global packaging solutions company, is hiring an IT Service Desk Operative in Budapest. The role provides first and second level support to end users, troubleshooting and resolving issues while coaching and mentoring users and acting as the last line of support before escalation to other IT services staff.

Key responsibilities

• Provide technical support to internal users of computer applications and hardware, and respond to and resolve tickets by phone, remotely and in person according to IT services procedures.
• Stage, re-stage and configure new or existing systems, and maintain ownership of assigned tickets through end-user follow-up.
• Enter complete resolutions in the ticket system and determine when to escalate.
• Collaborate with network services, software systems engineering and application development to restore service and identify problems.
• Coach and mentor other service desk staff, recommend policies to improve ticket resolution times, and build and deploy IT assets where required.
• Take part in service desk project teams, including occasional remote site implementations, and assist in creating and updating knowledge base articles.
• Adhere to incident, problem, change and service request management policies, coordinate service with third-party vendors, and perform other duties as assigned.

Required profile

• Typically a high school diploma (or equivalent).
• Fluent English; another language is a plus.
• Demonstrated customer service skills and good verbal, written and mathematical skills.
• Good attention to detail and ability to keep confidential information secure.

Required skills

• General knowledge of IT functions.
• Supporting the Windows operating system in a domain environment.
• Good understanding of Microsoft Office Suite.
• Good knowledge of multi-factor authentication methods and cloud-based systems.

What we offer

• Pay range of HUF 7,331,500 to HUF 12,463,600 per year, typically HUF 9,840,000 to HUF 11,400,000 for new hires, with possible short-term incentives.
• Core benefits, paid time off and local benefits for eligible colleagues.