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Lead Service Desk Specialist

EpamKazakhstan

30+ дней назад

Описание вакансии

Description

Currently, we are looking for a Lead Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAMs clients.

Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

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Responsibilities

Lead multiple geo-distributed teams to deliver high-quality support service to clients
Major Incident Manager (MIM)
Provide day to day servant leadership, guidance, and coordination across teams
Supervise and review the work of team and handle customer complaints properly
Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
Resolving conflicts and ensuring the teams processes and tasks are carried out efficiently
Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
Implementation of new L1 activities and tasks
Project onboarding from the client and L2 / L3
Knowledge base article creation and maintenance for L1 activities
Communication process calibration for L1 and L2 / L3 teams
Newcomers onboarding and KT provision to the team

Requirements

Fluent English (B2+ or higher)

Excellent verbal and written communication skills in languages possessed

Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)

Possess good knowledge of IT Service Management principles and best practices; able to transition the service, set up KPIs and SLAs

Stress resistance, and ability to handle high volumes of requests

Outstanding client-facing skills

Advanced troubleshooting and multi-tasking skills

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

Nice to have

Networking Basics Knowledge and understanding of basic networking terms

Knowledge of Linux basics (novice level)

Android / iOS general interface and features knowledge

Cloud Infrastructure comprehension

We offer

We connect like-minded people : : Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events

We invest in your growth : : Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru Free English classes with certified teachers Discounts in local language schools, including online courses for the Kazakh language

We cover it all : : Participation in the Employee Stock Purchase Plan Monetary bonuses for engaging in the referral program Comprehensive medical & family care package Six trust days per year (sick leave without a medical certificate) Coverage of psychology sessions of your choice Benefits package (sports activities, a variety of stores and services)

EPAM Kazakhstan is a team of technologists and innovators united by a passion for technology. Today, we operate across all cities with offices in Astana, Almaty, and Karaganda and work with the world's leading companies from different industries. In , EPAM Kazakhstan received the Export Excellence Award at the esteemed Digital Bridge Awards, showcasing our commitment to excellence and innovation.

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Specialist • Kazakhstan