Trainee Service Desk Agent (ID 63207)

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. 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 others.

The service Desk Agent position involves not only handling various types of requests 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.

YOU ARE

The candidate with the following skills and experience

• 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 will help you to stand out

• Experience in customer support
• Technical background, a basic understanding of ITIL processes
• Successful communication with native speakers
• International exchange programs participation

YOU WANT TO WORK WITH

• 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 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 the opportunity to develop and grow professionally (free corporate online and offline training on different topics, access to SoftServe library, etc.)
• Visit company events, team buildings and get corporate presents