IT Service Desk Analyst @KOSTAL Group

[Hiring] IT Service Desk Analyst @KOSTAL Group

Mar 27, 2025 - KOSTAL Group is hiring a remote IT Service Desk Analyst. 💸 Salary: competitive salary with bonuses and benefits. 📍Location: Europe.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.)
Troubleshoot technical issues following internal knowledge documentation
Provide support for high impact issues reported by end-users and junior analysts
Collaborate to resolve high impact issues including documentation and follow-up until resolution
Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date
Perform day-to-day activities to meet KPIs and SLAs
Report any performance issues related to the tools you are using in your daily work
Escalate tickets based on knowledge base and process guidelines
Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management
Coordinate internal and external resources as part of critical incident management process
Coordinate month-end clean-up of aged tickets
Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts.
Assist the Team Leader/Manager in creating weekly and monthly reports

Qualifications

High school diploma
ITIL v3 or v4 Certification is an advantage
2 years experience of Customer Support or Service Desk position
Experience with other IT Service Management processes is an advantage
Experience in IT Operations is an advantage
Interest in technology and good computer skills
1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
Experience with call handling tools is an advantage
Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
Strong team player with a supportive attitude and willingness to help and serve
Experience in virtual teams in multinational organizations
Eager to learn and improve, motivated and able to adapt to changes with ease
Excellent interpersonal and communication skills
Good analytical and problem solving skills
Ability to make decisions for predefined topics
Ability to work independently, but seek guidance as and when necessary
Detail-oriented with a commitment to maintain accurate records and documentation

Requirements

Benefits

Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Budapest
Competitive salary, benefits and compensation packages (Medicover health insurance, bonuses, an extra day off on your birthday, eyeglasses contribution)
Supportive, diverse and highly skilled community
Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
KOSTAL is a dynamically developing company (10-20% yearly growth in the automotive and solar industry), an independent, family-run business which provides much flexibility
You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: Europe
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

IT Service Desk Analyst @KOSTAL Group

Customer Service

Salary 💸 competitive salary with bonuses and benefits	Remote Location Europe
Job Type full-time	Posted Mar 27, 2025

️

📍	Be aware of the location restriction for this remote position: Europe
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.