Senior Service Desk Specialist Georgia or Remote
Senior Service Desk Specialist Description
Currently, we are looking for a Senior Service Desk Specialist for Contact Center team.
This position offers remote setup with the flexibility to work from any location in Georgia, whether it's your home, well-equipped offices in Tbilisi and Batumi or a coworking space in Kutaisi.
#LI-DNI
Responsibilities
- Lead the team to deliver high-quality support service
- Provide day to day servant leadership, guidance, and coordination
- 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)
- Have a clear and deep understanding of the concept of Service
- 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
- 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
We offer
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Corporate and social events
- Enjoyable working environment
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly
- Free English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Comprehensive medical & family care package
- Five trust days per year (sick leave without a medical certificate)
- Benefits package (sports activities, a variety of stores and services)
EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.
