Service Desk Agent (Budapest, Onsite, Romanian speaker)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA. We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value. We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us! Tasks and Responsibilities • Provide first-level IT support via walk-up, phone, chat, email, and remote tools. • Deliver timely and customer-focused technical support. • Troubleshoot hardware, software, and basic network issues. • Diagnose incidents and identify appropriate solutions. • Guide users through issue resolution. • Escalate complex issues to higher-level support when required. • Record, track, and update incidents in the ticketing system. • Follow up with users to ensure timely resolution. • Share user feedback and recurring issues with internal teams. • Configure, image, and deploy end-user devices. • Install approved software on company-issued Mac devices. • Support and troubleshoot company-issued Mac computers and mobile devices.