We are seeking a motivated **Junior Service Desk Specialist** to join our global team dedicated to delivering exceptional end-user support to EPAM’s clients across diverse industries, including Healthcare, E-commerce, Retail, Travel, and Technology.
Acting as a critical point of contact, you will address and resolve user requests and technical issues while ensuring adherence to ITIL best practices.
**Responsibilities**
- Register, classify, and perform the initial triage of tickets, resolving or escalating them to higher support levels if needed
- Identify gaps in the Knowledge Base and escalate for updates
- Contribute to support-related tasks such as preparing reports, verifying ticket quality, analyzing tickets, and improving support processes
- Participate in team meetings and collaborate on initiatives to enhance service delivery
**Requirements**:
- Fluent in English at B2 level or higher with strong verbal and written communication skills and excellent phone etiquette
- Strong analytical and research skills with a proactive approach to solving tasks and addressing issues
- Ability to contribute effectively in a team environment, supported by a high sense of accountability, stress resilience, and adaptability to dynamic conditions
- Intermediate or advanced knowledge of MS Windows and the Office Suite
- Readiness to work non-standard shifts, including mornings, evenings, weekends, or holidays, and availability to work in a hybrid format (2 days in-office, if applicable)
**Nice to have**
- Background in customer service or technical support roles
- Knowledge of ITIL practices
- Familiarity with basic networking concepts, Cloud platforms, or ITSM tools
**We 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)
- Flexible 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
EPAM is a leading general provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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