EPAM Systems

Junior Service Desk Technician

3+ months agoLviv, Ukraine

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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

As a Junior 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

  • Incident recording, classification, initial diagnosis
  • Request resolution or escalation to responsible parties
  • Monitoring the status and progress toward resolution of all open incidents
  • Keeping affected users informed about progress
  • Resolution and recovery of incidents not assigned to resolution groups
  • Resolution confirmation and closure of incidents
  • Detecting potential trends and liaising with problem management where applicable
  • Knowledge Base updates as required
Requirements
  • Fluent in English - Upper-Intermediate level and higher (B2+)
  • Excellent verbal and written communication skills
  • Good in 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 multitasking skills
  • Ability to work in a team and think as a team
  • Ability to stay cool-headed in tough situations
  • Good knowledge of ITIL event and incident management processes
  • Personal skills: motivated, quick learner, organized and responsible
  • Able to work shifts (24/7)
We offer
  • Experience exchange with colleagues all around the world
  • Competitive compensation depending on experience and skills
  • Regular assessments and salary reviews
  • Social package - medical care, sports
  • Free English classes with native speakers (certified English teachers)
  • Opportunities for self-realization
  • Friendly team and enjoyable working environment
  • Flexible working schedule
Apply

Job ID: EPAM-24973