JUNIOR SERVICE DESK SPECIALIST

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