Вакансія Trainee Service Desk Engineer

Опис вакансії

Our clients are companies in the USA and Europe whose businesses include healthcare, education, finance, and other domains.
Our Service Desk Team is the first line of support for our clients' services, meaning we receive, troubleshoot, and resolve client and end-user requests for their products. We also deal with automatic monitoring alerts about their error states.

If you are

• Skilled in problem-solving and research
• Motivated, proactive, and driven to improve processes
• Detail-oriented with a strong focus on customer satisfaction
• Capable of multitasking and learning quickly in dynamic situations
• Organized, responsible, and resilient in handling challenges
• Equipped with a technical background and knowledge of IT infrastructure essentials
• Adaptable to work effectively in constantly changing environments
• Proficient in processing large volumes of information efficiently
• Collaborative in a team setting while excelling as an independent contributor
• Confident in using English at an upper-intermediate level for documentation and communication with native speakers
• Experienced in customer service and support (as an advantage)

And you want to

• Monitor, diagnose, troubleshoot, reassign, or escalate incoming requests
• Communicate with requesters to gather necessary information and propose potential solutions
• Understand and replicate end-user issues using available information and tools
• Execute tasks following documented instructions
• Resolve cases that require investigation through critical thinking and project knowledge
• Continually enhance the end-user experience by escalating major issues, reporting trends, and suggesting improvements for better service
• Update internal instructions in our knowledge base
• Test various course documents and provide detailed feedback to identify gaps
• Support the Service Desk Manager
• Assist with information analysis, report preparation, and knowledge base updates
• Create client reports while processing input data
• Participate in the Service Desk's internal mentorship program for newcomers, improving your soft skills and gaining technical expertise in ITIL processes, methodologies, troubleshooting techniques, environments, and tools
• Participate in various process optimization activities, including automation and Gen AI solutions, to continuously develop and innovate the service we deliver to our customers