We are currently seeking a **Service Desk Specialist** to assist our geo-distributed team in providing end-user support to a diverse range of EPAM clients.
In this role as a Service Desk Specialist, you're expected to perform analysis, diagnosis, and resolution of incidents, encompassing simple inquiries to complex technical challenges, while utilizing ITIL best practices and a diverse array of ticketing systems. This position also requires initial processing of various service requests, proactive interactions with businesses, and knowledge base maintenance.
RESPONSIBILITIES
- Capturing, categorizing, and initial triaging of incidents
- Providing Application Support
- Initiating request resolution or escalating to the appropriate stakeholders
- Supervising the status and progression towards resolution of all pending incidents
- Maintaining communication with affected users regarding progress
- Restoring service for incidents not assigned to resolution teams
- Verifying resolution and closing incidents
- Identifying trend patterns and coordinating with problem management when necessary
- Making requisite updates to the Knowledge Base
**REQUIREMENTS**:
- 2+ years of experience in a similar role
- English proficiency (B2/B2+ or C1)
- Excellent verbal and written communication skills in known languages
- Resistance to stress, capable of handling a high volume of requests
- Proficiency in problem-solving and research
- Exceptional client-facing skills
- Advanced capabilities in troubleshooting and multitasking
- Flexibility to work in a team and adopt a team-oriented thinking
- Capability to maintain composure in challenging situations




- Personal attributes: motivated, quick learner, organized, and responsible
- Solid understanding of the MS Windows suite, intermediate level or higher
NICE TO HAVE
- Knowledge of basic networking principles
- Familiarity with Linux at a novice level
- Understanding of general interface and features of Android / iOS
- Background in Cloud Infrastructure
- Proficiency in German, B2 level is advantageous
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)
- Versátil 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