Trainee Service Desk Specialist

WE ARE

SoftServe is a leading technology solutions company specializing in software product and application development and services. Our mission is to be a valuable partner for our clients (from start-ups to large enterprises) who represent different domains, e.g., health care, retail, enterprise, automotive, education, etc. We measure our success by our clients’ success.

Our client is a company located in the USA, Australia, India, and Europe, and their business is in software development. They deliver educational materials on their products all over the world.

Being a part of customer support involves not only handling various types of requests in order to restore the service to a needed level if it’s broken. We also fulfil standard service requests, analyze unusual issues reported by end-users, and assist the customer with business operations execution. Moreover, we are also helping with analysis of the overall information, reports preparation, knowledge base updates, etc.

IF YOU ARE

• Having strong problem-solving, analytical, and research skills
• Knowledgeable of enterprise software products such as MS Office 365 applications
• Experienced with software documentation tools (Confluence, SharePoint) or written content creation
• Having previous experience in customer support, basic technical background
• Great at operating with a large amount of information
• Possessing effective and transparent communication skills and customer-oriented behavior
• A candidate with an upper-intermediate level of English, fluent verbal and written communication skills

AND YOU WANT TO

• Help people fix their problems and improve service processes
• Monitor incoming requests using special tools and make their initial diagnosis and troubleshooting requests on your level or reassign them to responsible parties if needed, escalate to the stakeholders and vendors
• Communicate with requesters to gather all needed information and propose possible solutions
• Understand and reproduce the end-user’s issue using all available information and tools, and find solutions by analyzing information
• Perform tasks using well-documented instructions and have enough cases to resolve that require investigation, applying critical thinking and project knowledge
• Continually improve the end-user experience by escalating major issues, reporting trends, and suggesting ways to improve service
• Maintain instructions in our knowledge base
• Review various documents and provide detailed feedback to find gaps and inconsistencies for improvement and clarification (for better user experience and for keeping the documentation up-to-date with the constantly changing products)
• Communicate with the customer stakeholders directly in order to maintain a high level of quality and fulfill the business vision for their users’ experience, and adjust to frequent changes in the products, programs, and teams
• Create standard and custom reports by analyzing data and visualizing it in Confluence, Excel, and Google Sheets
• Assist Service Manager

TOGETHER WE WILL

• Cooperate in a friendly and supportive working atmosphere
• Take part in an 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, and tools
• Have the ability to develop yourself and grow professionally (free corporate online and offline training on different topics, access to SoftServe library, etc.)
• Visit company events, team buildings, and get corporate presents
• Encourage your professional development through continuous learning and support
• Have access to 11,300+ learning solutions with SoftServe University and Udemy Business