IT Service Desk Analyst (Bilingual: English & Russian) - Remote

Overview

The IT Service Desk Analyst role provides first-line technical support via phone, email, chat, and web, ensuring a high level of customer service.

In Short

• Provide 1st line technical support via various communication channels.
• Maintain a high degree of customer service for all support queries.
• Take ownership of user problems and proactively address issues.
• Log and categorize customer issues accurately.
• Create tickets in CRM tools like ServiceNow.
• Utilize knowledge base for workarounds and resolutions.
• Strong interpersonal skills are essential.
• Work effectively in a team and independently.
• Handle ticket reassignments and follow-ups.
• Identify trends in calls and tickets for proactive management.

Requirements

• 0-5 years of IT Service Desk experience.
• Excellent troubleshooting skills (O365, VPN, MS Office, etc.).
• Familiarity with Windows operating systems.
• Experience with ServiceNow for ticket management.
• Strong communication and customer service skills.
• Ability to work in a 24/7 environment, including weekends and holidays.
• Good understanding of ITIL framework.
• Willingness to learn and develop professionally.
• Bilingual proficiency in English and Russian.
• Excellent time management skills.

Benefits

• Opportunity for professional development.
• Flexible working hours.
• Work in a dynamic and supportive team environment.
• Gain experience in a global IT support role.
• Exposure to various IT tools and technologies.