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Junior Service Desk Technician

  • Lviv, Ukraine
Job #: 24956
Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Junior Service Desk Technician for our Lviv office to make the team even stronger.

As a Junior Service Desk Technician, you will undertake analysis, diagnosis and resolution of incidents, which may range from straightforward questions to more complicated technical issues using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with business, and knowledge base updates.

Responsibilities

  • Incident recording, classification, initial triage
  • Request resolution or escalation to responsible parties
  • Monitoring the status and progress toward resolution of all open incidents
  • Keeping affected users informed about progress
  • Resolution and recovery of incidents not assigned to resolution groups
  • Resolution confirmation and closure of incidents
  • Detecting potential trends and liaising with problem management where applicable
  • Knowledge Base updates as required

Requirements

  • Fluent in English (B2+)
  • Excellent verbal and written communication skills
  • Good in e-mail correspondence and phone etiquette
  • Stress resistance and ability to handle high volumes of requests
  • Strong problem solving and research skills
  • Outstanding client-facing skills
  • Advanced troubleshooting and multitasking skills
  • Ability to work in a team and think as a team
  • Ability to stay cool-headed in tough situations
  • Good knowledge in ITIL event and incident management processes
  • Personal skills: motivated, quick learner, organized and responsible
  • Shift work (24/7)

We offer

  • Competitive compensation depending on experience and skills
  • Individual career path
  • Social package - medical insurance, sports
  • Sick leave and regular vacation
  • English classes with certified English teachers
  • Flexible working schedule
  • Corporate and social events
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