Service Desk Specialist (m/f/d)

at  Epam Systems

REQUIREMENTS

• Strong communication skills with the ability to analyze and communicate requests clearly and succinctly
• Relevant experience in consulting, with the ability to advise customers and solve problems
• Sound technical understanding of Apache NiFi, Splunk and Elastic
• Proven experience providing first and second level support
• Excellent fault diagnosis skills, with the ability to quickly identify and resolve technical problems
• Exceptional customer service skills
• Rigorous documentation capabilities
• Strong teamwork ethic
• Demonstrated ability to manage multiple tasks simultaneously
• Understanding of escalation channels and procedures
• Commitment to continuous learning and development in the mentioned technologies

ABOUT THE ROLE

EPAM is seeking an experienced Service Desk professional to join our dynamic team in Germany. This role requires strong analytical and communication skills, technical expertise, customer service focus and the ability to handle multiple tasks simultaneously.
At EPAM, we provide a supportive, collaborative environment with a focus on continuous learning and development. The successful candidate will have the opportunity to work alongside experienced professionals in a vibrant and diverse work setting. Join us in driving efficient operations and delivering exceptional customer service.

RESPONSIBILITIES

• Provide first and second level support for all IT related issues and service requests, solving complex inquiries independently
• Apply extensive technical knowledge in Apache NiFi, Splunk and Elastic to troubleshoot and resolve reported issues quickly and accurately
• Document all inquiries, incidents and interventions carefully and accurately
• Exhibit excellent customer service skills, ensuring high quality and professional interactions with all users
• Collaborate effectively with technical staff and engineers to find solutions and handle escalated issues
• Handle incident management, including tracking and escalating incidents and service requests
• Be involved in continuous training initiatives to maintain and enhance your technical expertise in the technologies we utilize
• Contribute to process improvement and drive efficient operations within the Service Desk team