Senior Service Desk Analyst Job at Plusnet (Budapest)

Director, Service Desk

The IT Service Desk Director provides strategic leadership and operational overs...

Location

United States , New York City

Salary:

175000.00 - 200000.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field
Master’s degree preferred
10+ years of IT service delivery experience
at least 5 years in a senior leadership role managing enterprise Service Desk or IT support operations
Proven experience managing geographically distributed teams and 24x7 support environments
Expertise in ITIL framework (v4 certification strongly preferred)
Strategic thinking with operational execution capability
Strong leadership and people-development skills
Analytical and data-driven decision-making
Resilient under pressure with strong problem-solving and conflict-resolution abilities

Job Responsibility

Define the long-term vision and roadmap for the IT Service Desk in alignment with enterprise IT strategy and business goals
Develop and implement policies, standards, and best practices for incident, request, change, and knowledge management
Partner with IT leadership to shape the organization’s service delivery model (in-house, outsourced, or hybrid)
Oversee daily operations of the global IT Service Desk, ensuring SLAs, KPIs, and compliance targets are consistently met
Lead incident and problem escalation management, ensuring prompt communication and resolution of critical issues
Establish and manage the Service Desk budget, including staffing, tools, and vendor contracts
Monitor and improve first-call resolution rates, average resolution times, and user satisfaction scores
Build, lead, and mentor a high-performing team of managers, team leads, and service desk analysts
Drive a culture of accountability, collaboration, and continuous improvement
Define clear career paths and training programs for technical and leadership growth

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Infrastructure Technology Lead Analyst

The Infrastructure Technology Lead Analyst is an intermediate level role respons...

Location

India , Chennai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

6-10 years of experience in infrastructure delivery (application hosting and/or end user services)
Proven track record of operational process change and improvement
Understanding of how specialization within area contributes to the business and of competitors' products and services
Ability to develop projects for design of metrics, analytical tools, benchmarking activities and best practices
Ability to work with virtual/in-person teams and work under pressure/to a deadline
Experience in Financial Services or large complex and/or global environment preferred
Effective written and verbal communication skills
Effective analytic/diagnostic skills
Ability to communicate technical concepts to non-technical audience
Bachelor's/University degree, Master's degree preferred

Job Responsibility

Assist with LAN/WAN and help desk administration activities
Create complex project plans and perform impact analyses
Provide Root Cause Analysis (RCA) post restoration of service
Design testing approaches, complex processes, reporting streams
Assist with automation of repetitive tasks
Provide technical/strategic direction to team members
Review requirement documents and define hardware requirements
Update processes and procedures as necessary
Ensure ongoing compliance with regulatory requirements
Responsible for applications dealing with the overall operating system

Fulltime

Service Desk Analyst

We are looking for a proactive and customer-focused Service Desk Analyst to join...

Location

United Kingdom , Wigan

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Strong technical, troubleshooting, and problem-solving skills
Genuine interest in computer software and hardware
Proven experience working with Office 365 and its applications (Exchange Online, OneDrive, SharePoint)
Good understanding of incident, request, change, and problem management processes
Comfortable working with operating systems, software applications, and remote connection tools
Experience in a similar role or shared service environment
Excellent time management and prioritisation skills
Strong written and verbal communication skills
Ability to work effectively with a wide range of stakeholders
Ability to perform well under pressure

Job Responsibility

Manage and resolve incidents and requests across multiple channels (email, telephone, self-service, face-to-face)
Log, triage, investigate, and resolve service desk tickets using ITSM tool SolarWinds
Provide first-line technical support for a wide range of users and customers across B2C, B2B, and B2B2C environments
Support new starters, leavers, and role changes
Build and configure IT hardware (Windows laptops, Macs, mobile devices)
Carry out routine daily and weekly system checks
Proactively manage and escalate tickets
Work closely with wider technical support team to share knowledge and resolve recurring issues
Contribute to development and maintenance of knowledge management database and service catalogue
Work alongside Service Desk Manager and Senior Service Managers to identify and deliver service improvements

What we offer

Competitive Basic Salary
Discretionary Bonus Scheme
Company Shares Option Plan
Contributory pension scheme
Life insurance (4 x basic salary)
Simply Health Cash Plan
Holiday entitlement (33 days inclusive of bank holidays)
Study Support and opportunity for progression and development
Confidential 24/7 365 employee assistance helpline
Agile and collaborative office environment with free parking, fruit, biscuits, and drinks

Fulltime

IT Senior Service Desk Analyst

BDO is looking to recruit a dynamic customer focused Senior IT Service Desk Anal...

Location

United Kingdom , Liverpool

Salary:

Not provided

BDO UK LLP

Expiration Date

Until further notice

Requirements

Extensive customer service experience, both remote and face-to-face
Proven experience with incident management systems (e.g., ServiceNow)
Minimum 3 years’ experience in 1st and 2nd line IT support
Excellent communication skills, both written and verbal
Strong task ownership and prioritisation skills
Advanced knowledge of hardware, software, peripherals, Active Directory, O365, Windows 10, SCCM, Azure, SharePoint, Mimecast, Citrix, MS Teams

Job Responsibility

Customer-Centred Support: Deliver exceptional customer service both remotely and on-site, adhering to BDO Quality and service level agreements
Site Visits / On-Site Support: Provide face-to-face assistance and technical support at client sites as required
Project Support: Assist in IT projects, providing technical expertise and ensuring successful implementation and integration
Out of Hours Handovers: Manage handovers for out-of-hours support, ensuring continuity and resolution of ongoing issues
Onboarding / Buddying: Facilitate onboarding of new team members and act as a buddy to support their integration and development
Knowledge Advocate: Promote and share knowledge within the team, ensuring documentation and processes are up-to-date and accessible
Service Desk Incident Management: Cover ticket management and incident resolution, ensuring timely and effective handling of service desk requests
Functional Escalations within Sub Team: Manage escalations within the team, ensuring issues are addressed promptly and effectively
Alignment to Team Shifts: Ensure alignment with team shifts and schedules, adapting to business needs and priorities
Early Adoption / Testing: Lead initiatives for early adoption and testing of new technologies and processes

New

Deputy Team Lead – L1

Your role as a Deputy Team Lead of PMC’s L1 Service Desk requires you to carry o...

Location

India , Vadodara

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Demonstrable experience working within an I.T. support environment
Experience in a supervisory or line management capacity is highly desirable
Impeccable organisation and time management skills
Attention to detail and accuracy
Excellent customer service and ability to meet and exceed customer needs
Experience of working in a small collaborative team to achieve the team objectives
Excellent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Skype)
Demonstrable experience of managing a busy workload with competing priorities
Experience of managing administrative tasks within an office environment
Ability to lead, influence and develop self and others

Job Responsibility

Manage the overall desk activities covering the Team Lead when they are not present on the desk
Actively promoting successful delivery measured against KPIs and SLAs by driving day by day, hour by hour activity
Act as an escalation point for all L1 analysts, escalating to the Team Leads/Managers/SDMs when appropriate
Participate in the shift rotas to ensure senior cover on the desk is maximised
Ensuring senior leadership team take ownership of the entire service, including weekends and bank holidays
Drive the implementation of methodologies to improve first call resolution
Assist where required with Service desk reporting on weekly/monthly reports to managers
Early identification of potential risks to not fulfilling contractual obligations facilitating a proactive rather than reactive approach
Report to Team Leads/Managers/SDMs on any issues that could significantly impact the business
Take responsibility for incident management and request fulfilment on the Service Desk by identifying and communicating ‘jobs for the day’

IT Business Lead Analyst

The IT Business Lead Analyst is a senior-level position responsible for liaising...

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

10-15 years of experience
At least 10 years in Financial Services industry is preferred
In depth understanding of Financial Securities and Assets and Liabilities management
Working knowledge of Financial Derivatives or Secured Financing products will be desired
Candidates with prior experience of Liquidity Management in Financial Services industry will be preferred
Proficiency in MS Office (Word, Excel, Visio, PowerPoint) and SQL with extensive experience using Excel and SQL for data analysis
Experience of working in Agile environment and on tools like JIRA and Confluence
Excellent communication skills and experience of handling senior stakeholders
Comprehensive knowledge of the principles of business analysis

Job Responsibility

Provide input during development and implementation phases, including formulation and definition of systems scope, objectives and necessary system enhancements for complex, high-impact projects
Coordinate with business owners and seniors stakeholders in Markets Desks to gather high level requirements and provide detailed data analysis and recommendations keeping in mind end to end impact
Responsible for clean requirement documentation, requirement walkthrough to implementation team and implementation validation
Identify and communicate risks and impacts and propose risk mitigation options, considering business implications of the application of technology to the current business environment
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Fulltime

Service Desk Analyst

The Service Desk Analyst acts as the first point of contact for all IT related q...

Location

United Kingdom , Liverpool

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous experience in a service desk or IT support role
Good understanding of networking principles and Microsoft server and desktop environments
Excellent diagnostic and troubleshooting skills
Experience using IT Service Management tools
Excellent communication and interpersonal skills
Strong problem solving skills and attention to detail
Relevant CompTia or MCP qualifications are desirable but not essential

Job Responsibility

Provide first line support via phone, email and service management tools to internal users at all levels
Log, prioritise, and track all incidents and service requests through to resolution or escalation
Troubleshoot and resolve hardware, software, and connectivity issues
Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user
Assist senior colleagues in the diagnosis and resolution of server and network faults
Perform regular system health checks to ensure continuous system operation
Deliver excellent customer service, ensuring end users are kept informed throughout the support process
Adhere to service level agreements (SLAs) and key performance indicators (KPIs)
Participate in regular team meetings and contribute to service improvement initiatives

What we offer

Minimum 25 days’ holiday plus bank holidays
Hybrid working model (in relevant role)
Holiday buy and sell
2 x Volunteering days to support charitable initiatives
Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
Medicash cash plan – claim back dental / physio / optical appointments
My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
Discounts and cash back on travel and shopping through Medicash extras
Life Assurance Scheme (4 x salary)
Pension scheme

New

Senior Help Desk Analyst

We are seeking a Senior Help Desk Analyst to provide advanced end-user support a...

Location

United States , Jacksonville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

3–5+ years of experience in Help Desk, Service Desk, or IT Support roles
Strong experience supporting Windows 10/11 environments
Hands-on experience with Microsoft 365 administration
Solid understanding of Active Directory, Group Policy, and user lifecycle management
Experience working with ticketing systems (ServiceNow, Jira, Zendesk, ConnectWise, etc.)
Proven ability to troubleshoot issues independently and efficiently
Strong communication skills with both technical and non-technical users

Job Responsibility

Provide Tier 2 / Tier 3 support for end-user technical issues
Act as an escalation point for unresolved Tier 1 tickets
Troubleshoot complex Windows 10/11, Microsoft 365, and application issues
Manage and support Active Directory, Azure AD / Entra ID, and Group Policy
Support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint
Diagnose basic networking issues (DNS, DHCP, VPN, TCP/IP)
Support hardware, printers, peripherals, and mobile devices
Mentor and guide junior Help Desk analysts
Assist with onboarding/offboarding and access provisioning
Document solutions, improve knowledge base articles, and refine SOPs

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Senior Service Desk Analyst

Plusnet

Location:
Hungary , Budapest

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 18, 2026

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