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