Norwegian-speaking Service Desk Analyst

Position: Norwegian-speaking Service Desk Analyst

Location: Budapest, Hungary
Employment type: Full-time, on-site
Remuneration: Competitive base salary

We are seeking a Norwegian-speaking Service Desk Analyst to join our clients growing IT support team in Budapest. In this position, you will provide first-line technical support to users, ensuring all IT issues are handled efficiently and professionally. You will play a key role in diagnosing, troubleshooting, and resolving technical queries while delivering outstanding customer service.

Responsibilities

• Serve as the initial point of contact for IT issues via phone, chat, email, or self-service portal.

• Record and manage all incidents in the IT Service Management (ITSM) tool, ensuring timely updates and resolutions.

• Coordinate with internal resolver groups to address more complex technical issues.

• Take ownership of user problems, providing regular communication until full resolution.

• Maintain a high level of customer service and adhere to defined service-level agreements (SLAs) and KPIs.

• Identify recurring issues and contribute to service improvement initiatives.

• Follow company and client procedures, ensuring compliance with all policies and service standards.

Requirements

• Fluent in Norwegian (C1) and strong English communication skills (spoken and written).

• Prior experience in IT Service Desk, Technical Support, or Application Support (L1L2).

• Solid understanding of IT systems, including operating systems, networks, and databases.

• Practical experience with ITSM tools such as ServiceNow, BMC Remedy, or CA Service Desk.

• Familiarity with ITIL principles and practices (certification is an advantage).

• Strong analytical and problem-solving abilities.

• Excellent communication and customer service skills.

• Proactive, organized, and capable of multitasking in a dynamic work environment.

• Willingness to work on-site in Budapest, Hungary.

Preferred Qualifications

• IT certifications such as ITIL, MCSE, or equivalent technical credentials.

• Experience in SAP application support or the use of monitoring tools.

Whats on Offer

• Competitive base salary and benefits package.

• Professional onboarding and ongoing training.

• Supportive and multicultural working environment.

• Long-term career development opportunities within a global IT organization.