Junior Service Desk Specialist

hace 3 semanas

Guadalajara, México Epam Systems A tiempo completo

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- Incident recording, classification, initial triage- Application Support- Request resolution or escalation to responsible parties- Monitoring the status and progress toward resolution of all open incidents- Keeping affected users informed about progress- Resolution and recovery of incidents not assigned to resolution groups- Resolution confirmation and closure of incidents- Detecting potential trends and liaising with problem management where applicable- Knowledge Base updates as required**REQUIREMENTS**:- Fluent in English (B2/B2+ or C1)- Excellent verbal and written communication skills in languages possessed- 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- Ability to stay cool-headed in tough situations- Personal skills: motivated, quick learner, organized, and responsible- MS Windows suite intermediate or higher knowledgeNICE 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 preferableWE 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

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