Senior Service Operations Professional with Italian - BT ROC Kft. -

Feladatok:

What you will be doing (Role Accountabilities)

•    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

•    Monitor resolved cases until they are closed with correct closure codes and priority

•    Follow up high priority cases making sure suppliers and resolvers are chased constantly and SLAs are met.

Elvárások:

What you’ll need to succeed (Skills & Experience)

•    Fluency in English and Italian (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, including night shifts and weekends

Előnyt jelent:

Nice-to-Have (Not Mandatory):

•    Experience with network monitoring or troubleshooting

•    Familiarity with Cisco technologies or certifications

Amit kínálunk:

Our Package

Compensation

We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.

Benefits:

•    Cafeteria package  - HUF 600,000/ year

•    Performance-based bonus

•    Comprehensive private health care package for all the employees, which can be extended to family members

•    Nursery support for mothers returning from maternity

•    Extended paternity leave: 10+10 day fully paid days

•    Commuting allowance

•    Home office allowance

•    Employee discount opportunities

•    Highly affordable mobile packages for the family as well

Work atmosphere and community:

•    New high-class offices both in Budapest and Debrecen

•    Wide-range of company and community programmes (including support for different sport activities)

Flexibility:

•    Family-friendly culture

•    Smart working approach (hybrid working model, 3 together, 2 wherever)