Senior Service Desk Technician. Application Support

Minsk, Belarus

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 Senior Service Desk Technician (Application Support) for our Minsk office to make the team even stronger.

Responsibilities

  • Provide timely request fulfilment according to set workflow;
  • Coordinate work group activities: task distribution, sla compliance tracking, escalations handling;
  • Answer users’ questions via phone or mail;
  • Work with other teams including L2/L3 Support to register bugs or requirements for particular applications;
  • Propose improvements to processes and applications based on users experience and feedback;
  • Gain deep knowledge of required applications; participate in demo’s and retrospectives with Dev Teams, UAT;
  • Work in standard shifts (8x5 support);
  • Participate in new process setup, workflow instructions creation and sharing between teams;
  • Manage internal Knowledge Base.

Requirements

  • Proven ability to work independently and as coordinator under slight supervision;
  • Excellent communication (written and oral) skills;
  • Strong interpersonal and leadership skills;
  • Fine organizational, multitasking, and time management skills;
  • Experience in conflict management;
  • 2+ years of experience in support;
  • ITIL knowledge;
  • Advanced level of English.

We offer

  • Experience exchange with colleagues all around the world;
  • Competitive compensation depending on experience and skills;
  • Regular assessments and salary reviews;
  • Social package: medical care, sports, family care;
  • Free English classes;
  • Opportunities for self-realization;
  • Friendly team and enjoyable working environment;
  • Flexible working schedule;
  • Corporate and social events.