Junior Service Desk Specialist

We are looking for a Junior Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM’s clients. We support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Junior Service Desk Specialist, you will undertake analysis, diagnosis, and resolution of tickets/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 businesses, and knowledge base updates.

At EPAM Belarus, employees have the flexibility to choose the environment that suits them best. You can work from any location, whether it's your home or our offices in Minsk, Grodno, Brest, Gomel, Mogilev or Vitebsk.

Responsibilities

• Serve as an entry point to all requests from EPAM employees
• Provide timely request fulfillment according to the workflow (training and knowledge transfer will be provided)
• Answer users’ questions via phone, email, and web app (knowledge base guide is constantly growing)
• Communicate with other teams, including L2/L3 support, to guarantee correct request assignment and resolution

Requirements

• Strong analytical and research skills, proactive approach to tasks and issues
• Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability
• Stress resistance and ability to adapt to changes of a different kind
• Readiness to work in shifts (night, early morning, and weekend shifts included)
• Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette

We offer/Benefits

We connect like-minded people:

• Delivering innovative solutions to industry leaders, making a global impact
• Enjoyable working environment, whether it's the vibrant office or the comfort of your own home
• Opportunity to work abroad for up to two months per year

We invest in your growth:

• Leadership development, career advising, soft skills and well-being programs
• Unlimited access to EPAM's internal learning database
• Free English classes with certified teachers

We cover it all:

• Comprehensive medical & family care package
• Seven trust days per year (sick leave without a medical certificate)
• Discounts from 800+ partners (sports activities, restaurants, stores and services)

Данная вакансия является планируемой к созданию (перспективной).