Junior Service Desk Specialist
E
EPAM Systems
📍 guadalajara, guadalajara, Mexico
Job Description
Currently, we are looking for a **Junior Service Desk Specialist** to join our geo-distributed team in providing end-user support to EPAM’s clients.
As a Junior Service Desk Specialist, 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 businesses, and knowledge base updates.
RESPONSIBILITIES
- Incident recording, classification, initial triage
- Application Support
- 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 potent...
As a Junior Service Desk Specialist, 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 businesses, and knowledge base updates.
RESPONSIBILITIES
- Incident recording, classification, initial triage
- Application Support
- 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 potent...