Position: Service Desk Agent
Company: SoftServe
Category: Support
Experience required: no_exp
English level: upper
Published: 2021-01-01T00:00:00+02:00

WE ARE

Our Service Desk Team works as the first line of support for the Services of our Clients, which means that we receive, troubleshoot, and resolve

Requests from clients, and end-users of their products
Automatic monitoring alerts about the error states of these products
Our Сlients are the companies located in the USA and Europe, whose businesses cover different areas: healthcare, education, finance, and others. 

Service Desk Agent position involves not only handling of various types of requests in order to restore the Service we provide to a needed level if broken but also helping with analysis of the overall information, reports preparation, knowledge base updates, etc.

YOU ARE

The candidate having:
Fluent level of English (Upper-Intermediate and above)
Sound verbal and written communication skills
Stress-resistance, ability to stay cool-headed in tough situations
Multi-tasking skills
Strong problem solving and research skills, real desire to help people to fix their problems
Ability to work in a team
Personal motivation to be a quick learner, organized and responsible

As a Plus
Previous experience in customer support
Technical background, basic understanding of ITIL processes
Experience in communication with native speakers
International exchange programs participation

YOU WANT TO WORK WITH

Flexible schedule
Monitoring incoming requests by using the special tool and making their initial diagnosis
Requests on your level or reassigning them to responsible parties if needed
Communication with requesters to gather all needed information and proposing possible solutions
Updating internal instructions in our knowledge base
Service Desk Managers Assistance
Clients' reports creation while processing the input data for them

TOGETHER WE WILL

Get a decent and timely salary + bonuses for extra miles, reimbursement of taxi expenses to get to/from work on the night shifts
Cooperate in a friendly and supportive working atmosphere
Take part in Service Desk internal mentorship program for newcomers during the onboarding process which will let you both improve your soft skills and gain technical expertise by learning ITIL processes, methodologies, troubleshooting techniques, environments, tools 
Have ability to develop yourself and grow professionally (free corporate on-line and off-line training on different topics, access to SoftServe library, etc.)
Visit company events, team buildings and get corporate presents