Service Desk Engineer in Constanţa

ITIL (nice to have) MS Office (junior) Windows 10 (junior) Mac OS (junior) Windows (junior) WE AREOur 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. We deal with automatic monitoring alerts about the error states of these. Our Сlients are the companies located in the USA whose businesses cover education, finance, and others. Service Desk Agent position involves not only handling various types of requests in order to restore the Service to a needed level if it's broken. Moreover, we are also helping with analysis of the overall information, reports preparation, knowledge base updates, etc.YOU AREThe candidate demonstratingAt least an Upper-Intermediate level of English Fluent verbal and written communication skillsStress resistance, ability to stay cool-headed in tough situationsStrong problem solving and research skills, a real desire to help people to fix their problemsAbility to work in a teamMulti-tasking and personal motivation to be a quick learner, organized, and responsiblePrevious experience in customer support Technical background, a basic understanding of ITIL processesSuccessful communication with native speakersInternational exchange programs participationYOU WANT TO WORK WITHMonitoring incoming requests using the special tool and making their initial diagnosis and troubleshootingRequests on your level or reassigning them to responsible parties if needed, escalation to the stakeholdersCommunication with requesters to gather all needed information and propose possible solutionsUpdating internal instructions in our knowledge baseTesting various course documents and detailed feedback provisioning in order to find gaps and inconsistencies for improvement and clarification (for better user experience and for keeping the documentation actual with the constantly changing products)Service Desk Managers Assistance Clients' reports creation while processing the input data for themTOGETHER WE WILLCooperate in a friendly and supportive working atmosphereTake part in Service Desk's 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, toolsHave the ability to develop yourself and grow professionally (free corporate online and offline training on different topics, access to SoftServe library, etc.)Visit company events, team buildings and get corporate presents