Service Desk Analyst (Dutch) - Accommodation Support in Budapest

Grow-Talent.com; Amsterdam; On-site; EUR 14,000 - 19,000; Full time

Benefits offered by this job

5,000+ free courses

Wellness activities

Team camaraderie

Dynamic work environment

Job summary

Grow-Talent.com is seeking a Dutch-speaking Service Desk Analyst for accommodation support in Budapest. You will handle IT-related issues via multiple channels, log incidents in ITSM tools, and drive timely resolutions within SLAs.

A strong customer focus and extensive IT service desk experience are essential. The role requires Dutch proficiency (C1) and English (B2), plus knowledge of ITSM tools and IT concepts.

Qualifications

• Dutch (native/fluent) and English (min B2) required.
• 13+ years in IT Service Desk or similar.
• Bachelor's in IT/CS or equivalent experience.
• Experience with ITSM tools (ServiceNow, BMC Remedy, HPSM, CA Service Desk).
• Understanding of IT concepts (SDLC, OS, databases).
• ITIL Foundation, MCSE, or equivalent.
• Strong problem solving and customer focus.

Responsibilities

• Serve as primary contact for users via phone, chat, email, and self-service portal.
• Log incidents and service requests in the ITSM tool.
• Ensure timely resolution within SLAs and ticket lifecycles.
• Coordinate with resolver groups to facilitate resolution.
• Take ownership and provide regular updates until closure.
• Maintain professional customer service in all interactions.
• Work independently and in a team; handle multiple tasks with minimal supervision.
• Adhere to policies, procedures, and quality standards.
• Support KPI targets to minimize business impact.
• Participate in process improvement initiatives.

Skills

Dutch (C1)

English (B2)

Problem solving

Time management

Customer focus

Self-motivation

Adaptability

Teamwork

Education

Bachelor's degree in IT/CS

13 years IT Service Desk experience

Tools

ServiceNow

BMC Remedy

HPSM

CA Service Desk

Job description

Service Desk Analyst (Dutch) - Accommodation Support in Budapest

Job Openings Service Desk Analyst (Dutch) - Accommodation Support in Budapest

About the job Service Desk Analyst (Dutch) - Accommodation Support in Budapest

Grow-Talent.com is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Dutch speaking Service Desk Analyst for their Budapest office.

Position: Service Desk Analyst

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests
• Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
• Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.
• Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.
• Manage incident handling, escalation processes, and follow-up communications effectively.Take ownership of user issues, monitor progress, and provide regular updates until closure.
• Maintain a high level of customer service and professionalism in all interactions.
• Work independently as well as collaboratively within a team environment.
• Handle multiple tasks and priorities efficiently with minimal supervision.
• Adhere to company and client policies, procedures, and quality standards.
• Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
• Ensure schedule adherence, including obtaining pre-approval for breaks or time off as required.
• Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.

REQUIREMENTS:

• Native/fluent in Dutch (C1), both oral and written. As well as proficiency in English (at least B2 level).
• 13 years in IT Service Desk, Application Support, or Technical Support (L1L2).
• Bachelors degree in IT, Computer Science, or a related field (or equivalent experience).
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
• Understanding of IT concepts such as SDLC, operating systems, and database technologies.
• Experience in SAP or other enterprise applications support.
• ITIL Foundation, MCSE, or equivalent.
• Strong problem-solving and analytical abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage time effectively and remain organized under pressure.
• Self-motivated, proactive, and adaptable in a dynamic work environment.

BENEFITS:

• Access to 5,000+ free courses, practice tools, and certifications, focusing on advanced technologies
• Attractive salary and allowances based on role and experience
• 4 weeks of paid vacation annually
• Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie