Senior Service Desk Analyst (Italian)

TL;DR

Senior Service Desk Analyst (IT Support): Providing high-quality technical support for enterprise clients with an accent on incident triage, SLA management, and coordination between customers and technical teams. Focus on resolving complex technical issues, maintaining ITIL standards, and ensuring service excellence for global clients.

Location: Budapest, Hungary (Hybrid: 3 days office, 2 days home)

Company

hirify.global is a leading UK communications group providing secure connectivity and digital services to multinational businesses and organizations worldwide.

What you will do

• Act as the first point of contact for customer-reported technical issues and service requests.
• Triage and assign incidents, tracking progress to ensure resolution within SLA targets.
• Coordinate and escalate issues with technical resolver groups and keep stakeholders informed.
• Apply ITIL best practices and internal processes to maintain consistent service quality.
• Maintain accurate documentation and monitor cases until correct closure.
• Manage high-priority cases, ensuring suppliers and resolvers are consistently chased.

Requirements

• Fluency in Italian and English (written and verbal).
• Must be based in Budapest to support the hybrid work model.
• Flexibility to support rotating shift work, including night shifts and weekends.
• Excellent customer communication and interpersonal skills.
• Basic understanding of IT environments or a strong willingness to learn.
• Problem-solving mindset and strong attention to detail.

Nice to have

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

Culture & Benefits

• Hybrid work arrangement (3 days in office, 2 days home).
• Opportunity to build a global tech career within an international team.
• Dynamic work environment with flexibility and professional development opportunities.
• A culture centered on being customer-first challengers who are committed and connected.