Trainee Service Desk Agent

SoftServe is a global digital solutions company with headquarters in Austin, Texas, founded in 1993. Our associates are working on 2,000+ projects with clients in the USA, Europe, and APAC region. We are about people who create bold things, make a difference, have fun, and love their work.

Our Service Desk Team works as the first line of support for the Services of our Clients, which means that we receive, troubleshoot, and resolve requests from clients, and end-users of their products. We deal with automatic monitoring alerts about the error states of these.

Our clients are companies located in the USA and Europe, whose businesses cover healthcare, education, finance, and others.

• Strong in problem-solving and research
• Attentive to detail and customer-oriented
• Skilled in multi-tasking and quick learning
• Organized, responsible, and resilient
• Having a basic technical background
• Adaptable, working effectively within continual change
• Successful in processing large amounts of information
• Team-oriented while also excelling as an individual performer
• Capable of understanding, reading, writing, and communicating with English native speakers at an upper-intermediate level
• Experienced in any form of customer service and support (as an advantage)

• Monitor, diagnose, troubleshoot, reassign, or escalate incoming requests
• Communicate with requesters to gather all necessary information and propose potential solutions
• Understand and replicate end-users issues using available information and tools
• Execute tasks according to well-documented instructions and resolve cases requiring investigation, applying 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 overall information analysis, report preparation, and knowledge base updates
• Create client reports while processing input data
• Take part in Service Desks internal mentorship program for newcomers during the onboarding process which will let you both improve your soft skills and gain technical expertise by learning ITIL processes, methodologies, troubleshooting techniques, environments, tools

• 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

SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe.