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Service Desk Trainee (ID 60059)

  • Регион:Львів


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. We deal with automatic monitoring alerts about the error states of these.

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

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


The candidate demonstrating

  • At least Upper-Intermediate level of English
  • Fluent 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 experience will help you to stand out

  • Previous expertise in customer support
  • Technical background, a basic understanding of ITIL processes
  • Communication with native speakers
  • International exchange programs participation


  • Flexible working schedule which consists of shifts, which are usually composed 2 weeks in advance covering 24/7/365 timeframe
  • Monitoring incoming requests using the special tool and making 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


  • 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 an 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