Junior Service Desk Technician Lviv, Ukraine
Junior Service Desk Technician Description
Job #: 24973DESCRIPTION
Currently we are looking for a Junior Service Desk Technician for our Lviv office to make the team even stronger.
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.
Responsibilities
- Incident recording, classification, initial diagnosis
- 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
Requirements
- Fluent in English - Upper-Intermediate level and higher (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 of ITIL event and incident management processes
- Personal skills: motivated, quick learner, organized and responsible
- Able to work shifts (24/7)
We offer
- 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
- Free English classes with native speakers (certified English teachers)
- Opportunities for self-realization
- Friendly team and enjoyable working environment
- Flexible working schedule