Senior Service Desk Analyst (Dutch)

TL;DR

Senior Service Desk Analyst (Customer Service): Providing high-quality technical support to global enterprise clients with an accent on incident triage, SLA management, and clear communication. Focus on resolving technical issues, coordinating with resolver groups, and maintaining service excellence through ITIL best practices.

Location: Must be based in Budapest, Hungary (Hybrid: 3 days office, 2 days home).

Company

hirify.global is the UK’s leading communications group, dedicated to connecting people and businesses through innovative digital services and secure connectivity.

What you will do

• Act as the first point of contact for customer-reported technical issues and service requests.
• Triage, assign, and track incidents to ensure timely resolution against SLA targets.
• Coordinate and escalate complex issues with technical resolver groups.
• Maintain accurate case documentation and follow-up on high-priority incidents.
• Apply ITIL best practices to ensure consistent service quality.
• Keep users and internal teams informed with clear, timely updates.

Requirements

• Fluency in Dutch and English (written and verbal) is mandatory.
• Excellent customer communication and interpersonal skills.
• Problem-solving mindset with strong attention to detail.
• Basic understanding of IT environments or a strong willingness to learn.
• Flexibility to support a rotating shift schedule.

Nice to have

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

Culture & Benefits

• Opportunity to build a global tech career within a major international organization.
• Dynamic work environment in the Budapest office.
• Professional development and training opportunities.
• Collaborative team culture focused on customer-first values.