Desktop Services Subject Matter Expert

Your place in the team:

Responsible for the delivery of L2 Support of Vodafone Hungary Office IT Desktop Services, to support internal and external users in incident and request handling. Provide second level support and troubleshooting. Provide second level support, assist for remote or direct (on-site) troubleshooting with in close collaboration with the 1L (Service Desk/Desktop Services) according to the expected service levels.

The Office IT Subject Matter Expert (SME) is responsible for providing specialized knowledge and expertise in office IT systems and solutions. This role involves advising on best practices, troubleshooting complex issues, and supporting the implementation and optimization of IT services across the organization. The SME will work closely with various departments to ensure the efficient and effective use of office IT resources.

You will be involved in the following tasks:

• manage incidents and requests, keeping error information updated per Office IT policies
• solve routine and non-routine issues related to office IT, workplace applications, and operating systems
• respond to IT requests via phone, email, chat, or instant message, providing solutions in technical and nontechnical terms
• provide expert advice, solutions, and feedback throughout the resolution process
• oversee implementation, configuration, and maintenance of office IT systems
• address advanced issues involving customer-specific applications, devices, and servers
• travel to various locations as needed, including countryside and retail sites
• train and mentor junior associates while contributing to the team's knowledge base
• participate in projects, support related activities, and contribute to company goals
• compile fault-diagnosis questionnaires and share insights with colleagues and management
• focus on customer satisfaction in all actions on behalf of Office IT

We are looking for you if you have...

• extensive experience in office IT systems and support
• deep knowledge of IT infrastructure, software, and hardware
• proven track record of troubleshooting and resolving complex IT issues
• excellent communication and interpersonal skills
• analytical and detail-oriented with a problem-solving mindset
• proactive and self-motivated with a commitment to continuous improvement

What we offer:

• cafeteria package & bonus or comission
• laptop & mobile phone (with unlimited voice and data tariff package)
• hybrid way of working
• corporate Health Insurance (Swiss Clinic)
• employee discounts (e.g. Vodaflotta)
• wellbeing program in the topics of sport, nutrition, relax and help (spiritual support)  
• 4 paid days leave/year for charity projects  
• other discounts (e.g. AYCM card, eye-glass allowance)  
• learning opportunities (internal trainings)