Service Desk Engineer
Kyiv, Kyiv City, Ukraine
As a Service Desk Engineer with additional responsibilities as a tester, incident manager for monitoring, and engineering solution development, I provided technical support to clients and resolved their requests and incidents. I had experience in software testing, including executing test scenarios, analyzing test results, and assisting in issue resolution. Additionally, I was responsible for monitoring incidents in the system and network, promptly detecting, diagnosing, and resolving them. This involved communicating with technical service providers to coordinate problem resolution.I also possessed customer communication skills, which facilitated effective interaction with clients, understanding their needs, and addressing their technical questions. Furthermore, I participated in the development of engineering solutions to optimize technical processes and improve productivity. For the last two months, I have been acting as a Service Desk Lead, overseeing the Service Desk team. In this role, I provided guidance and support to team members, ensured smooth operations, and acted as a point of escalation for complex issues. I managed and prioritized tasks, coordinated resources, and implemented process improvements to enhance the overall efficiency and effectiveness of the Service Desk function.