Trainee Service Desk Engineer

Описание

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 backgroundHaving a concept of IT networking and computer basicsKnowledgeable about enterprise software products, such as MS Office 365 applicationsAware of the ITIL principles basicsFamiliar with software documentation tools (, Confluence, SharePoint)Skilled with written and verbal English at least B2Excelling at verbal and written communication skills, including email correspondence and phone etiquetteHaving a customer-oriented mindset and good problem-solving, research, and troubleshooting skillsStrong 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 weekMonitor incoming requests using the special tools and make their initial diagnosisRegister, accept, categorize, and prioritize ticketsFollow pre-defined escalation workflowsResolve simple tickets and known issues described in the knowledge baseAnalyze customers’ issues from the context and the customer’s information in internal systems; supply answers/workable solutionsConfirm resolution and close ticketsPerform regular project-related scheduled tasks and custom system monitoring within the given timeframesDetect potential trends and liaise with problem management where applicableCollaborate on knowledge base improvements based on the ongoing ticket processing experience

TOGETHER WE WILL

Get a decent and timely salary and bonuses for extra milesCooperate in a friendly and supportive working atmosphereHave 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 presentsProvide excellent service to our client, by effectively managing support Helpdesk requests, achieving all targets and expectationsContinuously assess, analyze, and improve processes, results, and tools for further increasing value for our clientBuild strong relationships and trust with the clients, increase collaboration, and explore more business opportunitiesDevelop knowledge and experience in technical support, process management and continuous Improvement