We are seeking a motivated **Junior Service Desk Specialist** to join our general 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 moreEPAM is a leading global 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