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Lead Service Desk Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Armenia

Offer summary

Qualifications:

Fluent English (B2+ or higher), Excellent verbal and written communication skills, Deep understanding of Service concepts, Knowledge of IT Service Management principles, Motivated, quick learner, organized and responsible.

Key responsabilities:

Lead remote teams to deliver support services
Manage major incidents and resolve conflicts effectively
Oversee performance management and process efficiency
Facilitate onboarding and knowledge transfer for newcomers
Create and maintain knowledge base articles

EPAM Systems Information Technology & Services XLarge https://www.epam.com/

10001 Employees

See more EPAM Systems offers

Job description

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

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
Newcomer’s 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 and O'ReillyFree
English classes with certified teachers

We cover it all

Participation in the Employee Stock Purchase Plan
Monetary bonuses for engaging in the referral program
Comprehensive medical & family care package
Four trust days per year for personal needs
Discounts for fitness clubs
Benefits package (hotels, restaurants, stores and services)

This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.

EPAM Armenia is a team of talented innovators united by a passion for technology. In 2014, we opened our first office in Yerevan, and now we have a second engineering hub in Gyumri. We've built a continuously learning organization that helps its employees rapidly advance their careers. Here you will work with the world's industry leaders, support impactful projects using the latest technologies, collaborate with multi-national teams, and have access to a wide variety of development opportunities.