Area(s) of ResponsibilityRole 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
- Positive 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

Locations 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 (India)
🏢 Birlasoft
📍 India