Service Desk Specialist

Summary

Join our team as a Service Desk Specialist and become a key player in providing efficient technical support. You will be the first point of contact for users, resolving technical issues related to computer systems and networks. This role requires strong technical skills, excellent communication, and a customer-focused approach. We value problem-solving abilities and the capacity to explain complex concepts clearly. If you enjoy helping people and thrive in a technical environment, this position is ideal. We offer a comprehensive benefits package and a supportive work environment.

Requirements

• Minimum of 1 years of experience as a service desk technician or other customer support role
• Tech-savvy with working knowledge of operating systems (Windows, Mac), office software, and networks
• Base knowledge of the cloud-based environment (Google Suite, Atlassian, etc…)
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Strong communication and collaboration skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science, or a relevant field
• English level B1 (intermediate)

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over Slack, phone, or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Diagnosing issues with computer software, peripherals, and hardware
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Redirect unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Providing basic computer training
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures

Benefits

• A nice bonus system as a cool addition to your salary
• Unlimited vacation and sick leave
• Investing in your growth. You have a budget for self-study
• Healthcare coverage for Ukrainian and other EU countries
• Consultations with a corporate psychologist
• Compensation for foreign language courses
• Gifts for personal life events
• You can choose work format: fully remote, office or hybrid
• Modern work equipment
• Flexible working hours based on tasks completion. From 9:00-11:00 AM