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 clients are primarily US and European companies whose businesses span healthcare, education, finance, and other sectors.

A Service Desk Team serving as the initial point of contact for our Clients’ Services. This involves receiving, troubleshooting, and resolving requests from clients and end-users of their products. Additionally, we handle automatic monitoring alerts regarding error states. Furthermore, we assist in analyzing overall information, preparing reports, updating the knowledge base, and more.

IF YOU ARE

• Graduated from a university or business school in Applied Linguistics, Linguistics, Computer Science, or a related technical field
• Familiar with IT networking and computer fundamentals
• Knowledgeable about enterprise software products like MS Office 365
• Excellent in verbal and written communication, including email and phone etiquette
• Customer-focused with strong problem-solving, research, and troubleshooting skills
• Skilled in time management, coordination, and handling multiple tasks with attention to detail and quality
• Flexible, adaptive, stress-resistant, and quick to learn
• Punctual, responsible, and collaborative as a team player
• Proficient in written and verbal English at an upper-intermediate level
• Aware of ITIL principles (would be a plus)
• Familiar with software documentation tools such as Confluence or SharePoint (optional)

AND YOU WANT TO

• Work according to an adaptable schedule with shifts created two weeks in advance, covering a 24/7/365 timeframe, including approximately three night shifts per month and weekend duties with two days off per week
• Monitor incoming requests using specialized tools and make initial diagnoses
• Register, accept, categorize, and prioritize tickets
• Follow pre-defined escalation workflows
• Resolve simple tickets and known issues described in the knowledge base
• Analyze customer issues using context and internal system information to supply answers or workable solutions
• Confirm resolution and close tickets
• Manage diverse requests aimed at restoring service to the required level when disrupted
• Perform regular project-related scheduled tasks and custom system monitoring within given timeframes
• Detect potential trends and liaise with problem management where applicable
• Collaborate on knowledge base improvements based on ongoing ticket processing experience

TOGETHER WE WILL

• Cooperate in a friendly and supportive working atmosphere
• 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 and team buildings, and get corporate presents
• Provide excellent service to our client by effectively managing support Helpdesk requests, achieving all targets and expectations
• Encourage your professional development through continuous learning and support
• Have access to 11,300+ learning solutions with SoftServe University and Udemy Business