Junior Service Desk Technician

Minsk, Belarus

DESCRIPTION


Currently we are looking for a Junior Service Desk Technician for our Minsk office to make the team even stronger.

ABOUT PROJECT


We are seeking a Junior Service Desk Technician to join our team in providing end-user support to EPAM’s client. Currently we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, Travel, Technology and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Service Desk Technician, you will undertake analysis, diagnosis and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with business, and knowledge base updates.

Responsibilities

  • Perform incident recording, classification, initial triage;
  • Provide application support;
  • Work on request resolution or escalation to responsible parties;
  • Monitor the status and progress toward resolution of all open incidents;
  • Keep affected users informed about progress;
  • Resolve and recover incidents not assigned to resolution groups;
  • Resolve confirmation and closure of incidents;
  • Detect potential trends and liaise with problem management where applicable;
  • Provide Knowledge Base updates as required.

Requirements

  • Fluent in two foreign languages (English is a MUST, B2/B2+ or C1);
  • Excellent verbal and written communication skills in languages possessed;
  • Good at e-mail correspondence and phone etiquette;
  • Stress-resistance, and ability to handle high volumes of requests;
  • Strong problem-solving and research skills;
  • Outstanding client-facing skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Ability to work in team and think as a team;
  • Ability to stay cool-headed in tough situations;
  • Personal skills: motivated, quick learner, organized and responsible;
  • MS Windows suite intermediate or higher knowledge.

Nice to have

  • Networking basics knowledge and understanding of basic networking terms;
  • Windows Active Directory and MS Exchange knowledge.

We offer

  • Innovative solutions delivery to the world’s digital changes;
  • Experience exchange with colleagues all around the world;
  • Opportunities for self-realization;
  • Friendly team and enjoyable working environment;
  • Engineering, corporate and social events;
  • Social package: professional & soft skills trainings, medical & family care programs, sports;
  • Free English classes;
  • Flexible working schedule.