Teleperformance

IT Service Desk Analyst, Russian and English-Speaking

Teleperformance

full-time

Posted on:

Location Type: Office

Location: Tbilisi • Georgia

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Job Level

Junior

Tech Stack

ITSM

About the role

  • Handle incidents and requests via voice, chat, email, and portal; log, categorize, prioritize, diagnose, and resolve or escalate according to defined SOPs, SLAs, and OLAs
  • Follow ITIL procedures: Incident/Request; contribute to Problem & Knowledge (workarounds/known errors)
  • Use AI tools responsibly for translation, suggested replies, and summaries; validate accuracy and apply approved glossaries and scripts.
  • Maintain clear customer communication: set expectations, provide updates or broadcasts, and ensure professional case closure with knowledge base links
  • Ensure quality and compliance: meet QA standards, protect data, and use the ITSM system as the single system of record
  • Travel for work to Europe and other regions, if required by the project.

Requirements

  • Proficiency in both spoken and written Russian and English at a minimum level of C1
  • Relevant education in Information Technology (preferred)
  • 1–3+ years of experience in Service Desk or IT Support
  • Strong active listening and troubleshooting skills
  • Experience with agent`s digital workplace, knowledge base, AI bot handoff, and translation tools
  • ITIL Foundation certification (preferred)
  • Customer oriented mindset
  • Work from Home (WFH) opportunity available; candidates must have a stable internet connection and a suitable working environment.
Benefits
  • Attractive salary
  • Paid training
  • A workplace that runs on trust, empowerment and feedback
  • Premium health insurance for you and your family members
  • Diverse sports and health offerings, discounts from external partners, Feel good program: workshops and seminars such as Yoga, Pilates, Dance class, sound healing, FIFA and table tennis tournaments, hiking and a lot more...
  • Mentoring, Personal and professional development opportunities
  • Best career development opportunities in an international company
  • Centrally located, modern offices, game zones and relaxation areas.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL proceduresincident managementrequest managementtroubleshootingknowledge base managementAI toolsdata protectionITSM systemdigital workplacetranslation tools
Soft Skills
active listeningcustomer orientationcommunicationproblem-solvingexpectation managementprofessionalismcase closurecollaborationadaptabilityattention to detail
Certifications
ITIL Foundation