Country/Region: IN
Requisition ID: 36284
Work Model
Position Type
Salary Range
Location: INDIA \- BENGALURU \- BIRLASOFT OFFICE
- *Title:** **Russian Service Desk \- Sr Engineer\-Cloud \& Infra Engg**
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Description
- *Area(s) of responsibility**
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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.
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- 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**
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- 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
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- 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)
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- 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**
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- 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**
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- 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
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- SLA compliance (response and resolution)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Ticket backlog and aging
- Quality audit scores
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- ServiceNow (Incident, Request, Knowledge modules)
- Remote support tools
- MS Teams, Outlook, and collaboration tools
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- Senior Service Desk Analyst
- Language SME
- Service Desk Lead roles