Junior Service Desk Specialist

Role Summary

Currently, we are looking for a Junior Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM's clients. We support more than 20 global clients, 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 Junior Service Desk Specialist, 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 businesses, and knowledge base updates.

Responsibilities - Document, categorize, and initially assess incidents

• Provide application support
• Resolve or escalate requests to the appropriate parties
• Track the status and progress of all active incidents
• Keep users updated on incident status
• Resolve incidents not delegated to specialized groups
• Confirm issue resolution and close incidents
• Identify potential patterns and cooperate with problem management if needed
• Update the Knowledge Base as necessary

Requirements - Fluent in English (B2/B2+ or C1)

• Excellent verbal and written communication skills in languages possessed
• 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 multi-tasking skills
• Ability to work in team and think as a team
• 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

• Linux basics (novice level)
• Android / iOS general interface and features knowledge
• Cloud Infrastructure knowledge
• German, B2 is preferable

We offer - Career plan and real growth opportunities

• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

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.

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