Service Desk Specialist
We are looking for a Service Desk Specialist to undertake analysis, diagnosis and resolution of incoming software-related requests and incidents from EPAM employees, which may range from straightforward questions to more complicated IT-related technical issues.
Responsibilities
- Manage personal and team to-dos to ensure requests and incidents are resolved in a timely manner
- Escalate non-standard requests and incidents to a higher support level group
- Perform troubleshooting and gather additional details
- Communicate with customers via chat or phone
- Adhere to a 9x5 working schedule
Requirements
- Capability to diagnose and resolve software and network connectivity issues
- Proficiency in operating systems such as Windows, macOS and basic Linux commands
- Knowledge of system event monitoring (Event Viewer, Activity Monitor, etc.)
- Familiarity with remote desktop software (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop) and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Understanding of network basics and troubleshooting
- Knowledge of basic cybersecurity practices, such as identifying phishing attempts and malware threats
- Skills in explaining technical issues and related regulations in simple terms to non-technical users, with proficient written and spoken communication for email, chat and phone support
- Active listening skills to understand user issues and gather relevant information without assumptions
- Analytical thinking to break down problems into manageable parts and resourcefulness in using internal knowledge bases, forums and other resources to resolve issues independently
- Competency in escalation handling and collaboration with other team members to ensure seamless support coverage
- Adaptability, resilience and time management skills to stay updated with new technologies, handle high-pressure situations and prioritize multiple tickets effectively
- English level – Advanced (B2)
