Service Desk Agent (ID 51909)

WE ARE

Our Service Desk Team works as the first line of support for the Services of our Clients, which means that we receive, troubleshoot and resolve

• Requests from clients, and end-users of their products
• Automatic monitoring alerts about the error states of these products

Our Сlients are the companies located in the USA and Europe, whose businesses cover different areas: healthcare, education, finance, and others. 

Service Desk Agent position involves not only handling the various types of requests in order to restore the Service we provide to a needed level, if broken. We are also helping with analysis of the overall information, report preparation, knowledge base updates, etc.

YOU ARE

The candidate having

• A good level of English (Upper-Intermediate and above)
• Sound verbal and written communication skills
• Stress-resistance, ability to stay cool-headed in tough situations
• Multi-tasking skills 
• Strong problem solving and research skills, real desire to help people to fix their problems
• Ability to work in a team
• Personal motivation to be a quick learner, organized and responsible

Nice to have such experience as

• Customer support
• Technical background, a basic understanding of ITIL processes
• Communication with native speakers
• International exchange programs participation

YOU WANT TO WORK WITH

• Monitoring incoming requests using the special tool and make their initial diagnosis
• Requests on your level or reassigning them to responsible parties if needed
• Communication with requesters to gather all needed information and propose possible solutions
• Updating internal instructions in our knowledge base
• Service Desk Managers Assistance
• Clients' reports creation while processing the input data for them

TOGETHER WE WILL

• Get a decent and timely salary + bonuses for extra miles, reimbursement of taxi expenses to get to/from work on the night shifts
• Cooperate in a friendly and supportive working atmosphere
• Take part in Service Desk internal mentorship program for newcomers during the onboarding process which will let you both improve your soft skills and gain technical expertise by learning ITIL processes, methodologies, troubleshooting techniques, environments, tools 
• Have ability to develop yourself and grow professionally (free corporate on-line and off-line training on different topics, access to SoftServe library, etc.)
• Visit company events, team buildings and get corporate presents