WE ARE SoftServe is a global digital solutions company with headquarters in Austin, Texas, founded in 1993. Our associates work on 2,000+ projects with clients in the USA, Europe, LATAM, and APAC. We are about people who create bold things, make a difference, have fun, and love their work. Our clients are companies in the USA and Europe whose businesses include healthcare, education, finance, and other domains. Our Service Desk Team is the first line of support for our clients' services, meaning we receive, troubleshoot, and resolve client and end-user requests for their products. We also deal with automatic monitoring alerts about their error states. IF YOU ARE Equipped with a technical background and knowledge of IT infrastructure essentials Skilled in problem-solving and research Motivated, proactive, and driven to improve processes Detail-oriented with a strong focus on customer satisfaction Capable of multitasking and learning quickly in dynamic situations Organized, responsible, and resilient in handling challenges Adaptable to working effectively in constantly changing environments Accustomed to processing large volumes of information efficiently Collaborative in a team while excelling as an independent contributor Experienced in customer service and support (as an advantage) Confident in using English at an upper-intermediate level for documentation and communication with native speakers AND YOU WANT TO Monitor, diagnose, troubleshoot, reassign, or escalate incoming requests Communicate with requesters to gather necessary information and propose potential solutions Understand and replicate end-user issues using available information and tools Execute tasks following documented instructions Resolve cases that require investigation through critical thinking and project knowledge Continually enhance the end-user experience by escalating major issues, reporting trends, and suggesting improvements for better service Update internal instructions in our knowledge base Test various course documents and provide detailed feedback to identify gaps Support the Service Desk Manager Assist with information analysis, report preparation, and knowledge base updates Create client reports while processing input data Participate in the Service Desk's internal mentorship program for newcomers, improving your soft skills and gaining technical expertise in ITIL processes, methodologies, troubleshooting techniques, environments, and tools Participate in various process optimization activities, including automation and Gen AI solutions, to continuously develop and innovate the service we deliver to our customers TOGETHER WE WILL Cooperate in a friendly and supportive working atmosphere Have the ability to develop yourself and grow professionally Visit company events, team buildings, and get corporate presents Have access to 11,300+ learning solutions with SoftServe University and Udemy Business Help you with your individual initiatives – we are open to them, just come and share your ideas