Handle incidents and requests via voice, chat, email, and portal; log, categorize, prioritize, diagnose, and resolve or escalate according to defined SOPs, SLAs, and OLAs
Follow ITIL procedures: Incident/Request; contribute to Problem & Knowledge (workarounds/known errors)
Use AI tools responsibly for translation, suggested replies, and summaries; validate accuracy and apply approved glossaries and scripts.
Maintain clear customer communication: set expectations, provide updates or broadcasts, and ensure professional case closure with knowledge base links
Ensure quality and compliance: meet QA standards, protect data, and use the ITSM system as the single system of record
Travel for work to Europe and other regions, if required by the project.

Proficiency in both spoken and written Russian and English at a minimum level of C1
Relevant education in Information Technology (preferred)
1–3+ years of experience in Service Desk or Support
Strong active listening and troubleshooting skills
Experience with agent`s digital workplace, knowledge base, AI bot handoff, and translation tools
ITIL Foundation certification (preferred)
Customer oriented mindset
Work from Home (WFH) opportunity available; candidates must have a stable internet connection and a suitable working environment.

Attractive salary
Paid training
A workplace that runs on trust, empowerment and feedback
Premium health insurance for you and your family members
Diverse sports and health offerings, discounts from external partners, Feel good program: workshops and seminars such as Yoga, Pilates, Dance class, sound healing, FIFA and table tennis tournaments, hiking and a lot more...
Mentoring, Personal and professional development opportunities
Best career development opportunities in an international company
Centrally located, modern offices, game zones and relaxation areas.

IT Service Desk Analyst, Russian, English

Key skills