Senior Service Desk Analyst

TL;DR

Senior Service Desk Analyst: Providing first-line technical support and incident management for international clients with an accent on bilingual communication in French and English. Focus on applying ITIL best practices, coordinating with technical teams, and supporting rotating shifts in a hybrid work model based in Budapest.

Location: Budapest, Hungary with hybrid work model (3 days office, 2 days home)

Company

hirify.global is a global leader in secure connectivity and collaboration platforms serving millions of business customers worldwide, with a strong focus on innovation, diversity, and digital inclusion.

What you will do

• Serve as the first point of contact for customer technical issues and service requests
• Triage, assign, and track incidents ensuring timely resolution per SLA
• Communicate clearly with users and internal teams on case progress
• Coordinate and escalate issues to technical resolver groups as needed
• Apply ITIL best practices and maintain accurate documentation

Requirements

• Fluent French and English (written and verbal)
• Excellent customer communication and interpersonal skills
• Problem-solving mindset and attention to detail
• Basic IT knowledge or willingness to learn quickly
• Flexible to support rotating shift work
• Based in or able to work from Budapest, Hungary

Nice to have

• Experience with network monitoring or troubleshooting
• Familiarity with Cisco technologies or certifications

Culture & Benefits

• Competitive salary with performance-based bonus
• Cafeteria benefit, private health insurance, and family support
• Hybrid work model with flexible schedules
• Modern office environment and inclusive team culture
• Regular team events, sports, and wellness programs