In this role as a Service Desk Specialist, you will engage in the analysis, diagnosis, and resolution of incidents, which can range from simple inquiries to complex technical challenges, by employing ITIL best practices and utilizing a variety of ticketing tools.You will be responsible for initial service request processing, proactive business communications, and updating the knowledge base.RESPONSIBILITIES- Recording, classifying, and initially triaging incidents- Resolving requests or escalating to appropriate parties- Tracking the status and progress of all open incidents- Regularly updating affected users on progress- Resolving incidents that are not assigned to other resolution groups- Confirming resolutions and closing incidents- Identifying potential trends and collaborating with problem management as needed- Conducting updates to the Knowledge Base as necessary**REQUIREMENTS**:- Minimum 2 years in a role equivalent to a Service Desk Specialist- Proficiency in English (B2/B2+ or C1 level)- Strong verbal and written communication skills in the languages known- Capacity to manage stress and handle high request volumes- Excelling in problem-solving and research- Exceptional skills in client interaction- Advanced capabilities in troubleshooting and multitasking- Flexibility to work collaboratively and think as a team- Ability to remain composed in challenging situations- Personal traits: motivated, quick learner, organized,



responsible- Qualifications in MS Windows suite at an intermediate level or higherNICE TO HAVE- Familiarity with basic networking concepts- Understanding of Linux at a novice level- Knowledge of general Android / iOS interfaces and features- Background in cloud infrastructure- German proficiency at B2 levelWE OFFER- Career plan and real growth opportunities- Unlimited access to LinkedIn learning solutions- International Mobility Plan within 25 countries- Constant training, mentoring, online corporate courses, eLearning and more- English classes with a certified teacher- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)- Adaptable work schedule and dress code- Collaborate in a multicultural environment and share best practices from around the globe- Hired directly by EPAM & 100% under payroll- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)- 13 % employee savings fund, capped to the law limit- Grocery coupons- 30 days December bonus- Employee Stock Purchase Plan- 12 vacations days plus 4 floating days- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

📌 Service Desk Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara