As IT Global Service Desk Agent we are a first poit of contact for the users working in eON offices in Hungary seeking technical assistance within a large variety of support via direct phone call, email, or chat. Covering a wide amount of tasks/issues ranging from O365, printers, through networking, SAP troubleshoot in GUI/password resets, to mobile device management in Active Directory Domain Services/Azur Active Directory and now supporting Microsoft Windows 11 integration for Modern Workplace devices.As responsibilities-We perform remote troubleshooting through diagnostic techniques and pertinent questions to find out the source of the issue.-For password resets we identify users respecting the internal security policy then process the password reset for MS Windows from AD/AzureAD or for SAP.-Determine the best solution based on the issue and details provided by customers.-Walk the customer through the problem-solving process, or connecting remotely and resolving the issue (mainly Printer issues or O365 issues with Outlook not synching, but there are also network issues, or setting up company mobile phone devices).-Provide accurate information on IT products or services.-Follow-up and update customer status and information, monitor issues from start to resolution.-Pass on any feedback or suggestions by customers to the appropriate internal team. -Identify and suggest possible improvements on procedures.-Record events and problems and their resolution in logs in ServiceNOW. Categorizing and record reported issues and provide solutions.Finally but not least-We escalating the case, unresolved problems if needed, to a higher level of support for further assistance.

As community support agent I am responsible for the community for which I upload and if needed record videos as guides for the new Huawei devices and accessories/wearables. Test them and also troubleshooting issues if encountered anything reported on the community, finding resolutions for tech issues, if unable further escalating it.

Worked as Ticketing Agent at 1000 Ut Travel in Budapest Hungary.Creating Group reservations in Amadeus Selling Platform pricing/issuing the tickets for the passengers. Also assisted customers face to face with any queries regarding their reservation.As responsibilities I was in charge for the group reservations, groups where we had 30+ passengers in a reservation. These needed to be added into the system and taken care of in the meaning of issuing the flight tickets and building the prices manually from scratch. While the trip from the very beginning to the final flight back, had to take care and updating/reissuing tickets if any schedule change, or something happened/the passenger had other plans, for ex. extending their trip.

Answering calls from Travel agents, who encounter difficulties in booking air/car/hotel reservations.Assisting them in a professional way, if the case can't be resolved on sight this needs to be further escalated to the second level of support for further assistance.Also creating a ticket in the ticketing system, in this case RightNow by Oracle documenting what did happen during the call/ giving a professional response to the customer, to ensure that they will call us back if they encounter any difficulties in the future.I am offering support for two GDS's which are Worldspan and Galileo for several countries which are Hungary primary in Hungarian and then secondary to United Kingdom, South Africa and Ireland in English.