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We are looking for a dedicated **Service Desk Specialist** to join our global team committed to providing top-tier end-user support for EPAM’s clients across industries like Healthcare, E-commerce, Retail, Travel, and Technology.
As a pivotal contact point, you will address user needs and resolve technical challenges while upholding ITIL best practices.
**Responsibilities**
- Classify tickets, register them, and perform initial triage to resolve issues or escalate them as required
- Identify and report gaps in the Knowledge Base to facilitate updates
- Prepare reports, analyze ticket quality, and optimize support processes
- Take part in team meetings and collaborate to improve service delivery
**Requirements**:
- At least 2 years of experience in a similar position
- Fluency in English at B2 level or higher; strong communication skills and excellent phone etiquette
- Strong analytical and research abilities combined with a proactive mindset
- Effective collaborator with accountability, resilience under stress, and adaptability in dynamic settings
- Intermediate or advanced skills in MS Windows and the Office Suite
- Flexibility to work varied shifts including mornings, evenings, weekends, or holidays, with hybrid availability (2 days in-office when applicable)
**Nice to have**
- Background in customer service or technical support fields
- Knowledge of ITIL frameworks
- Familiarity with foundational networking concepts, Cloud platforms, or ITSM tools
**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
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
