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Senior Service Desk Specialist Armenia

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Senior Service Desk Specialist Description

DESCRIPTION


We are looking for a Senior Service Desk Specialist to strengthen our team in providing end-user support to EPAM’s clients. Currently, we support 20+ global clients representing various industries: Healthcare, E-commerce, Retail, Travel, and Technology. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

What You’ll Do

  • Work with incidents: recording, classification, initial triage, resolution, recovery, and closure
  • Monitor the status and progress toward resolution of all open incidents
  • Keep affected users informed about progress
  • Detect potential trends and liaise with problem management where applicable

What You Have

  • Basic Active Directory hands-on experience
  • User support and troubleshooting skills
  • Knowledge of Microsoft products on intermediate level (Outlook, Teams, Excel, Word)
  • Knowledge of e-mail correspondence and phone etiquette
  • English level: B2+ and higher, both written and spoken

Nice to have

  • Knowledge in O365, O365 Licensing model, Azure, Exchange, OneDrive
  • Hardware maintenance knowledge ( blue screen, hardware settings etc.)
  • Basic network skills ( VPN, servers availability, remote connection)
  • Cloud Infrastructure knowledge
  • Expertise in ITIL event and incident management processes

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 own home 
    • Opportunity to work abroad for up to two months per year 
    • Relocation opportunities within our offices in 50+ 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    
  • 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)

About EPAM

  • 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

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