Junior Service Desk Agent (ID 62871)

WE ARE

People who create bold things, make the difference, have fun, love technology, and have everything they need to pursue their passion to create innovation. Our Service Desk Team works as the first line of support for services of our end-users, which means that we receive, troubleshoot, and resolve requests from end-users. We deal with automatic monitoring alerts about the error states of these.

Service Desk Agent position involves not only handling various types of requests for services in order to help end-users to achieve their need. Moreover, we are also performing an analysis of these requests, reports preparation, knowledge base updates that help to improve our services and innovate.

YOU ARE

The candidate demonstrating

• At least Pre-Intermediate or above level of English
• SQL Querying Fundamental knowledge
• Good verbal and written communication skills
• Stress resistance, ability to stay cool-headed in tough situations
• Strong problem solving and research skills, real desire to help people to fix their problems
• Ability to work in a team as well as Multi-tasking
• Personal motivation to be a quick learner, organized, and responsible

The following will help you to stand out

• Previous experience in customer support
• Technical background, a basic understanding of ITIL processes
• At least 1-year experience in Call Center or Service Desk

YOU WANT TO WORK WITH

• Monitoring incoming requests using the special tool and make their initial diagnosis
• Resolving requests on your level or reassigning them to responsible parties if needed
• Communicating with requesters to gather all needed information and proposing possible solutions
• Updating internal instructions in our knowledge base
• Managing requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the end-user informed about progress
• Service Desk Lead Assistance

TOGETHER WE WILL

• Support your technical and personal growth — we have a dedicated career plan for all roles in our company
• Have ability to develop yourself and grow professionally (free corporate online and offline training on different topics, access to SoftServe library, etc.)
• Give you access to experienced specialists willing to share their knowledge
• Enjoy flexible working hours and absence of dress code
• Cooperate in a friendly and supportive working atmosphere