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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 tickets/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.
- Serve as an entry point to all requests from EPAM employees
- Provide timely request fulfillment according to the workflow (training and knowledge transfer will be provided)
- Answer users’ questions via phone, email, and web app (knowledge base guide is constantly growing)
- Communicate with other teams, including L2/L3 support, to guarantee correct request assignment and resolution
- Strong analytical and research skills, proactive approach to tasks and issues
- Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability
- Stress resistance and ability to adapt to changes of a different kind
- Readiness to work in shifts (night, early morning, and weekend shifts included)
- Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette