Flexible Work Model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
About the role
As a Service Desk Trainee, you will be the first point of contact for clients and end users, helping resolve service requests and restore services when disruptions occur. You will troubleshoot issues, respond to monitoring alerts, and contribute to knowledge base updates and service improvement activities in a 24/7 support environment.
Responsibilities
- Monitor incoming requests and alerts, perform initial diagnostics, and prioritize tickets to support timely service restoration
- Analyze customer issues using available information and internal systems, provide workable solutions, and confirm resolution
- Follow predefined escalation workflows and collaborate with relevant teams to resolve issues beyond the Service Desk scope
- Resolve simple tickets and known issues using the knowledge base and established procedures
- Perform scheduled project-related tasks and system monitoring within defined timeframes
- Identify potential trends and contribute relevant observations to problem management activities
- Update and improve knowledge base content based on ongoing ticket-processing experience
- Work according to a flexible shift schedule planned two weeks in advance within a 24/7/365 support environment, including approximately 3 night shifts per month and weekend duties
Requirements
- Bachelor's degree in Applied Linguistics, Linguistics, Computer Science, or a related field with a technical background
- Basic knowledge of IT networking, computer fundamentals, and enterprise software products such as Microsoft 365 applications
- Basic understanding of ITIL principles and familiarity with documentation and collaboration tools such as Confluence or SharePoint (optional)
- B2+ level of written and spoken English, with the ability to communicate with clients and end users
- Strong verbal and written communication skills, including email correspondence and phone etiquette
- Strong problem-solving, research, and troubleshooting skills with a customer-oriented mindset
- Strong time-management, coordination, and multitasking skills with attention to detail and quality
- Flexibility, adaptability, stress resilience, willingness to learn, and ability to work effectively as part of a team
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Role Summary
Location
Ukraine
Work type
Remote/Office
Direction
Corporate Functions
Subdirection
Administration
Tech level
Trainee
Apply Now
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
Advanced tech communities
Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.