Russian Service Desk - Sr Engineer-Cloud & Infra Engg

Area(s) of responsibility Role Summary

The Global Service Desk (GSD) Russian Language Support Expert is responsible for providing L1/L1.5 IT support to global users, with a focus on Russian-speaking regions. The role ensures efficient incident resolution, service request fulfillment, and high customer satisfaction through strong troubleshooting capabilities and multilingual communication skills.

Key Responsibilities

• Provide IT support (L1/L1.5) in Russian and English across global users • Handle incidents and service requests via calls, emails, and chat • Troubleshoot issues related to applications, systems, and infrastructure • Ensure tickets are logged, categorized, and resolved within SLA • Escalate complex issues to L2/L3 teams with proper documentation • Maintain accurate updates and resolution notes in ticketing tools • Follow ITIL processes (Incident, Request, Knowledge Management) • Contribute to knowledge base articles and SOP documentation • Support 24x7 global operations (shift-based model)

Language & Communication Requirements

• Fluent in Russian (spoken and written) – mandatory • Good proficiency in English • Ability to communicate effectively with global users • Experience in voice support is an advantage

Technical Skills

• Experience with ServiceNow or similar ITSM tools • Knowledge of Windows OS, Office 365, Outlook, and collaboration tools • Understanding of VPN, networking basics, and remote access tools • Exposure to Active Directory (user and access management) • Familiarity with enterprise applications (SAP, JDE, etc. is a plus)

Process & Compliance

• Adhere to ITIL processes (Incident, Request, Knowledge) • Ensure audit-ready documentation for all tickets • Follow IT security and compliance guidelines • Adhere to escalation matrix and governance practices

Skills & Competencies

• • Strong problem-solving and analytical skills • Excellent communication (verbal and written) • Customer-focused mindset • Ability to handle high ticket volumes efficiently • Flexibility to work in shifts across time zones

• Experience & Qualifications

• • 2–5 years of experience in IT Service Desk / Technical Support • Proven experience in Russian language support • ITIL Foundation certification preferred • Graduate in IT/Computer Science or related field

• Key Metrics (KPIs)

• • SLA compliance (response and resolution) • First Call Resolution (FCR) • Customer Satisfaction (CSAT) • Ticket backlog and aging • Quality audit scores

• Tools & Platforms

• • ServiceNow (Incident, Request, Knowledge modules) • Remote support tools • MS Teams, Outlook, and collaboration tools

• Career Progression

• • Senior Service Desk Analyst • Language SME • Service Desk Lead roles