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 whose businesses cover education, finance, and others.
Service Desk Agent position involves not only handling various types of requests in order 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.
The candidate demonstrating
At least an 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, a real desire to help people to fix their problems
Ability to work in a team
Multi-tasking and personal motivation to be a quick learner, organized, and responsible
Previous 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
Monitoring incoming requests using the special tool and making their initial diagnosis and troubleshooting
Requests on your level or reassigning them to responsible parties if needed, escalation to the stakeholders
Communication with requesters to gather all needed information and propose possible solutions
Updating internal instructions in our knowledge base
Testing various course documents and detailed feedback provisioning in order to find gaps and inconsistencies for improvement and clarification (for better user experience and for keeping the documentation actual with the constantly changing products)
Service Desk Managers Assistance Clients' reports creation while processing the input data for them
TOGETHER WE WILL
Cooperate in a friendly and supportive working atmosphere
Take part in Service Desk's 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 ability to develop yourself 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