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Plusnet Logo Plusnet · IT - Administration

Senior Service Desk Analyst

Hungary, Budapest · Job Posted January 18, 2026
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Job Description

Join BT as a Technical Support Specialist and play a vital role in supporting enterprise clients across the world by delivering fast, professional, and high-quality technical support. You’ll be the bridge between customers and technical teams, helping resolve incidents, provide clear communication, and ensure service excellence. This is your chance to build a global tech career from our dynamic Budapest office — with flexibility, development opportunities, and fantastic benefits.

Job Responsibility

  • Be the first point of contact for customer-reported technical issues and service requests
  • Triage and assign incidents, track progress, and ensure timely resolution based on SLA targets
  • Keep users and internal teams informed with clear and timely updates
  • Coordinate and escalate issues with technical resolver groups as needed
  • Apply ITIL best practices and internal processes to deliver consistent quality service
  • Maintain accurate documentation and follow-ups on all cases

Requirements

  • Fluency in French and English (written and verbal)
  • Excellent customer communication and interpersonal skills
  • Problem-solving mindset and attention to detail
  • Basic understanding of IT environments or willingness to learn quickly
  • Flexible attitude to support rotating shift work

Nice to have

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

What we offer

  • Cafeteria benefit – HUF 600,000/year
  • Performance-based bonus
  • Private health insurance (option to extend to family members)
  • Home office & commuting allowance
  • Discounted mobile packages for you and your family
  • Nursery support and extended paternity leave (10+10 paid days)
  • Hybrid working model – 3 days in office, 2 from anywhere
  • Family-friendly policies and flexible schedules
  • Modern, high-class office environment in Budapest
  • Inclusive and supportive team culture
  • Regular team events, sport activities, and wellness programs
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