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 industries such as Healthcare, e-commerce, Retail, Travel, Technology, and others. 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 the 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 initial processing of all types of service requests, proactive communication with businesses, and updates to the knowledge base.
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Responsibilities
- Record, classify and conduct initial triage of incidents
- Provide support for various applications
- Resolve service requests or escalate them as necessary
- Monitor status and progress of all open incidents, ensuring they move towards resolution
- Keep users informed about the progress of their issues
- Resolve incidents that have not been assigned to other resolution groups
- Confirm resolutions and close incidents after verifying with affected users
- Identify potential trends and collaborate with problem management teams when needed
- Update the knowledge base as needed
- Excellent verbal and written communication skills
- Experience in handling email correspondence and maintaining phone etiquette
- Ability to manage stress and high volumes of requests effectively
- Strong problem-solving and research skills
- Exceptional client-facing skills
- Advanced troubleshooting and multi-tasking skills
- Teamwork skills and capacity to think collaboratively
- Composure under challenging situations
- Personal attributes of motivation, quick learning, organization, and responsibility
- Proficiency with the Microsoft Windows suite
- Fluency in English at B2/B2+ or C1 level
- Basics in networking and understanding of fundamental networking terms
- Beginner level knowledge of Linux
- General knowledge of Android/iOS interface and features
- Familiarity with cloud infrastructure environments
- German language skills at B2 level
- 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::
- Monetary bonuses for engaging in the referral program
- Medical & family care package
- Six trust days per year (sick leave without a medical certificate)
- Coverage of psychology sessions of your choice
- Discounts for fitness clubs and sports programs
- Benefits package (sports activities, a variety of stores and services)