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 Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.