Position: Service Desk Specialist
Category: Support
English level: fluent
Years of experience: 2.5

One of extra activities on the project was Onboarding program review, my goal was to make instructions and processes learning effective and more friendly for newcomers. As a result, after review the existing materials were up-to date, focused on practical appliance of received knowledge that helped new operators start to work independently faster. Also detailed plan with recommendations for mentor was created and tests for tracking newcomers progress.
Also i was mentoring operators from new location following the updated Onboarding program, they successfully closed probation and are still showing high performance results. The other colleagues who were mentoring newcomers highlighted good structure of program, possibility to adjust it individually if needed and effectiveness for tracking progress.
When the company was moving to new support platform, I contributed to reviewing and updating 100+ Knowledge Base articles for Contact Center, it made the operators’ adaptation to the new platform faster and easier.​
Single point of contact for all internal and external users who submit requests via Support portal, email, phone, chat;
- Incident recording, classification, initial diagnosis, request resolving or escalation to responsible assignment
groups;
- Monitoring the status and progress of open incidents, keeping affected users informed about the progress;
- Mentoring Junior Service Desk Specialists in Contact Center;
- Reviewing and updating Onboarding program for Contact Center operators
- Creating requests for the Knowledge Management team when an update of the workflow described in the project Knowledge Base is required
-Tracking the status of issues, improvements, submissions and work orders submitted within Jira tickets
- Assisting KM team with reviewing and updating project Knowledge Base instructions to correspond to new support platform functionality.
It is important for me to see the results of my work, so I'd like to be useful for future project applying already acquired skills, but also I'm ready to learn new things.
Preferable working hours 8x5.