Service Desk Specialist

at  Epam Systems

Currently, we are looking for a 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 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.

REQUIREMENTS

• 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

• Incident recording, classification, initial triage
• Application Support
• Request resolution or escalation to responsible parties
• Monitoring the status and progress toward resolution of all open incidents
• Keeping affected users informed about progress
• Resolution and recovery of incidents not assigned to resolution groups
• Resolution confirmation and closure of incidents
• Detecting potential trends and liaising with problem management where applicable
• Knowledge Base updates as required