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 productive 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 vol

📌 Russian Service Desk (Bengaluru)
🏢 Birlasoft
📍 Bengaluru