We are looking for a dedicated **Service Desk Specialist** to join our general team committed to providing top-tier end-user support for EPAM's clients across industries like Healthcare, E-commerce, Retail, Travel, and Technology.As a pivotal contact point, you will address user needs and resolve technical challenges while upholding ITIL best practices.
**Responsibilities**- Classify tickets, register them, and perform initial triage to resolve issues or escalate them as required- Identify and report gaps in the Knowledge Base to facilitate updates- Prepare reports, analyze ticket quality, and optimize support processes- Take part in team meetings and collaborate to improve service delivery**Requirements**:- At least 2 years of experience in a similar position- Fluency in English at B2 level or higher; strong communication skills and excellent phone etiquette- Strong analytical and research abilities combined with a proactive mindset- Effective collaborator with accountability, resilience under stress, and adaptability in dynamic settings- Intermediate or advanced skills in MS Windows and the Office Suite- Flexibility to work varied shifts including mornings, evenings, weekends, or holidays, with hybrid availability (2 days in-office when applicable)**Nice to have**- Background in customer service or technical support fields- Knowledge of ITIL frameworks- Familiarity with foundational 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.

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