Currently, we are looking for a Junior Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM's clients. We support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.
As a Junior Service Desk Specialist, you will undertake analysis, diagnosis, and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.
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This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.
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Responsibilities
- Record, classify, and perform initial triage of incidents
- Provide support for applications and systems as required
- Resolve service requests or escalate to appropriate teams when necessary
- Monitor incident status and track progress toward resolution
- Maintain clear communication with affected users on incident progress
- Resolve and recover incidents not assigned to other resolution groups
- Confirm resolution and close incidents efficiently
- Identify potential trends and collaborate with problem management teams
- Ensure accurate updates to the Knowledge Base
- Fluent in English (B2/B2+ or C1)
- Excellent verbal and written communication skills in languages possessed
- Good in e-mail correspondence and phone etiquette
- Stress resistance, and ability to handle high volumes of requests
- Strong problem-solving and research skills
- Outstanding client-facing skills
- Advanced troubleshooting and multi-tasking skills
- Ability to work in a team and think as a team
- Ability to stay cool-headed in tough situations
- Personal skills: motivated, quick learner, organized, and responsible
- MS Windows suite intermediate or higher knowledge
- Networking Basics Knowledge and understanding of basic networking terms
- Linux basics (novice level)
- Android / iOS general interface and features knowledge
- Cloud Infrastructure knowledge
- German, B2 is preferable
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to LinkedIn Learning and Get Abstract
- Free English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Five trust days per year (sick leave without a medical certificate)
- Benefits package (sports activities, a variety of stores and services)