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 global clients, 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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Responsibilities
- Document, categorize, and initially assess incidents
- Provide application support
- Resolve or escalate requests to the appropriate parties
- Track the status and progress of all active incidents
- Keep users updated on incident status
- Resolve incidents not delegated to specialized groups
- Confirm issue resolution and close incidents
- Identify potential patterns and cooperate with problem management if needed
- Update the Knowledge Base as necessary
- 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 team and think as a team
- 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
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
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