Global Service Desk
Empower your workforce with expert multilingual support from our Service Desk in Budapest, a strategic hub designed to deliver fast, reliable, and round-the-clock IT assistance for global teams.
A strategic hub
Supporting a global and multilingual workforce is more complex than ever. Distributed teams, multiple time zones, and high user expectations demand an IT support model that is not only efficient but also consistent, human, and responsive.
The Getronics Global Service Desk in Budapest is built to meet these needs. As a strategic hub within our international support network, it enables organisations to provide seamless, high-quality assistance to users worldwide, without compromising on speed, language, or availability.
From day-to-day IT troubleshooting to more complex second-line support, our Budapest team helps businesses:
- Deliver fast, dependable support to employees around the clock.
- Break down language barriers with native-speaking agents.
- Ensure business continuity through true 24/7 service.
- Free up internal IT teams to focus on innovation.
- Meet security and compliance standards at every interaction.
160+
multilingual professionals
24/7
support in English & German
40k
tickets resolved monthly
Our Service Desk Team in Hungary
What we can do for you
A Proven Location for Global Support
Operational since 2004, the Budapest Global Service Center is a well-established facility supporting organisations across diverse sectors, including banking, insurance, manufacturing, retail, and transport. The centre manages an average of 40,000 tickets per month, covering everything from user requests and incidents to system alerts and event management.
Multilingual Expertise, 24/7 Availability
As Getronics' European language hub, our Budapest centre delivers services in English, German, Hungarian, French, Italian, Spanish, Portuguese, Dutch, Polish, and Swedish. English and German are supported 24/7, while the remaining languages are available during standard EU business hours.
End-to-End IT Support
Our Service Desk provides comprehensive IT support, including:
• Incident Management and Request Fulfilment
• Monitoring and Event Management
• Technical support for Managed Network and Cloud ServicesOperations follow the ITIL framework, encompassing Incident, Major Incident, Problem, Change Management, and Request Fulfilment. We uphold high-performance SLAs, including response and resolution times, First Contact Resolution (FCR), and call/chat handling metrics.
Advanced Tools and Technologies
The Budapest Global Service Desk leverages a robust toolset, including:
• ServiceNow for ticketing and case management.
• LogMeIn for remote support.
• Automated chat integrated with our telephony platform.
• Features such as live chat translation and self-healing capabilities.
We also work with customer-specific platforms via dedicated teams to ensure seamless integration into existing environments.
Talent, Training and Expertise
Our 160 colleagues in Budapest are from various countries. The team includes:
• Helpdesk analysts with strong customer service and communication skills.
• Technical analysts with expertise in Digital Workplace and Networking.
• Team managers and ITIL-certified professionals experienced in stakeholder and incident management.
All staff receive regular training, including annual compliance refreshers and modules on information security, GDPR, phishing, social engineering, and secure remote work.
Collaboration Across Continents
Our follow-the-sun support model links Budapest with our Global Service Centres in Kuala Lumpur and Glasgow, delivering continuous, 24/7 support for international clients.
What we can do for you
A Proven Location for Global Support
Operational since 2004, the Budapest Global Service Center is a well-established facility supporting organisations across diverse sectors, including banking, insurance, manufacturing, retail, and transport. The centre manages an average of 40,000 tickets per month, covering everything from user requests and incidents to system alerts and event management.