Trainee Service Desk Engineer

7 дней назад

Украина, Украина SoftServe Полный рабочий день 15 000 ₴ - 30 000 ₴ в год

DIRECTION:

ADMINISTRATION

TECHNICAL LEVEL:

TRAINEE

LOCATION:

UKRAINE

PERSONAL RECRUITER:

ANZHELIKA BOHDANOVA

WE ARE

SoftServe is a global digital solutions company founded in 1993. Our associates work on 2,000+ projects with clients in the USA, Europe, and APAC regions. We are about people who create bold things, make a difference, have fun, and love their work.

A Service Desk Team serves as the initial point of contact for our Clients' Services. This involves receiving, troubleshooting, and resolving requests from clients and end-users of their products. Additionally, we handle automatic monitoring alerts regarding error states.

Our Сlients are the USA and European companies whose businesses cover healthcare, education, finance, and other areas.

IF YOU ARE
  • A graduate of a University/Business School with Applied Linguistics, Linguistics, Computer Science, or a similar field with a technical background
  • Having a concept of IT networking and computer basics
  • Knowledgeable about enterprise software products, such as MS Office 365 applications
  • Aware of the ITIL principles basics
  • Familiar with software documentation tools (e.g., Confluence, SharePoint)
  • Skilled with written and verbal English at least B2
  • Excelling at verbal and written communication skills, including email correspondence and phone etiquette
  • Having a customer-oriented mindset and good problem-solving, research, and troubleshooting skills
  • Strong in time management, coordination, and prioritizing multiple tasks with high attention to detail and quality
AND YOU WANT TO
  • Adapt the work schedule that entails shifts typically created two weeks in advance, spanning a 24/7/365 timeframe, including night shifts (approximately 3 per month) and weekend duties, including 2 days off per week
  • Monitor incoming requests using the special tools and make their initial diagnosis
  • Register, accept, categorize, and prioritize tickets
  • Follow pre-defined escalation workflows
  • Resolve simple tickets and known issues described in the knowledge base
  • Analyze customers' issues from the context and the customer's information in internal systems; supply answers/workable solutions
  • Confirm resolution and close tickets
  • Perform regular project-related scheduled tasks and custom system monitoring within the given timeframes
  • Detect potential trends and liaise with problem management where applicable
  • Collaborate on knowledge base improvements based on the ongoing ticket processing experience
TOGETHER WE WILL
  • Get a decent and timely salary and bonuses for extra miles
  • Cooperate in a friendly and supportive working atmosphere
  • 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, and team buildings and get corporate presents
  • Provide excellent service to our client, by effectively managing support Helpdesk requests, achieving all targets and expectations
  • Continuously assess, analyze, and improve processes, results, and tools for further increasing value for our client
  • Build strong relationships and trust with the clients, increase collaboration, and explore more business opportunities
  • Develop knowledge and experience in technical support, process management and continuous Improvement

SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let's put your talents and experience in motion with SoftServe.

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