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SoftServe is a global digital solutions company with Ukrainian roots. We are a team of thinkers, doers, dedicated good people who like what they do and do it well. For us, that means a lot.
19 липня 2019

Service Desk Agent (вакансія неактивна)

Івано-Франківськ

Необхідні навички

• Good level of English (Upper-Intermediate and above)
• Good verbal and written communication skills
• Stress-resistance, ability to stay cool-headed in tough situations
• Multi-tasking skills
• Strong problem solving and research skills, real desire to help people to fix their problems
• Ability to work in a team
• Personal motivation to be a quick learner, organized and responsible

Буде плюсом

• Previous experience in customer support
• Technical background, basic understanding of ITIL processes
• Experience of communication with native speakers
• International exchange programs participation

Пропонуємо

• Decent and timely salary + bonuses for extra miles, reimbursement of taxi expenses to get to/from work on the night shifts
• Friendly and supportive working atmosphere
• Service Desk 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, tools etc.
• Ability to develop yourself and grow professionally (free corporate on-line and off-line training on different topics, access to SoftServe library, etc.)
• Interesting company events, team buildings, and corporate presents
• Free corporate gym with modern equipment

Обов’язки

• Work in 24/7 flexible schedule
• Monitor incoming requests using the special tool and make their initial diagnosis
• Resolve the requests on your level or reassign them to responsible parties if needed
• Communicate with requesters to gather all needed information and propose possible solutions
• Help with updating internal instructions in our knowledge base
• Help Service Desk Managers with creating reports for Clients, processing the input data for them

Про проєкт

Our Service Desk Team works as the first line of support for the Services of our Clients, which means that we receive, troubleshoot and resolve:
• requests from clients, and end users of their products
• automatic monitoring alerts about the error states of these products
Our Сlients are the companies located in the USA and Europe, whose businesses cover different areas: healthcare, education, finance, and others. Service Desk Agent position involves not only handling of various types of requests in order to restore the Service we provide to a needed level if broken but also helping with analysis of the overall information, reports preparation, knowledge base updates etc.

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