— 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)
— 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
— 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
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.