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