Service Desk Specialist

About the role

EPAM is seeking a Service Desk Specialist to join its Global Service Desk team. In this role you will investigate, troubleshoot, and resolve a wide range of tickets and incidents while adhering to ITIL standards. You will serve as the first point of contact for business users, ensuring timely communication and contributing to the continuous improvement of the knowledge base.

Key responsibilities

• Log, categorize, and perform initial assessment of tickets, resolving issues or escalating to higher‑level support as needed.
• Respond promptly to alerts, emails, and phone calls to address service requests.
• Monitor application health and provide support to maintain reliable operations.
• Identify gaps in the knowledge base and initiate updates.
• Support additional service desk functions such as reporting, ticket quality checks, ticket analysis, and participation in process review sessions.

Required profile

• Advanced English proficiency (B2 or above) with strong communication and phone etiquette.
• Excellent analytical and research abilities with a proactive problem‑solving attitude.
• Team‑oriented mindset, high accountability, and resilience under pressure.
• Willingness to work flexible hours, including weekends, holidays, early mornings or evenings, and to adopt a hybrid work setup.

Required skills

• Intermediate to advanced knowledge of Microsoft Windows.
• Proficiency with the Microsoft Office Suite.
• Understanding of ITIL methodologies.
• Basic knowledge of networking principles.
• Familiarity with cloud platforms.
• Hands‑on experience with ITSM tools.

What we offer

• International projects with leading global brands.
• Collaboration with diverse, highly skilled global teams.
• Healthcare benefits and employee financial programs.
• Paid time off, sick leave, and flexible holiday policies.
• Access to upskilling, reskilling, certification courses, and LinkedIn Learning library.
• Global career growth opportunities and community involvement programs.