Russian Service Desk - Sr Engineer-Cloud & Infra Engg 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 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 an...