Helpdesk, IT Support
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Job Description
Service Desk Agent supporting business clients with IT inquiries such as hardware and software issues. Role involves customer communication, ticket management, and proactive system monitoring.
Responsibilities:
- Handling IT incidents for business customers (hardware, software, network, access rights)
- Working with the ticketing system: creating, prioritizing, tracking and escalating tickets in accordance with SLAs
- Supporting business-critical applications and coordinating with external service providers when necessary
- Professional customer communication and clear, understandable explanation of technical solutions
- Maintaining documentation and knowledge management
- Proactive system monitoring
Requirements:
- IT-savvy with basic knowledge of PCs, smartphones, tablets, printers, etc.
- Basic knowledge of IT security
- Enthusiasm for concepts such as networking, Windows client, access management and collaboration software
- Strong English and Serbian skills to be able to read and learn from technical documentation in these languages
- Accuracy, a sense of responsibility, and a solution-oriented approach to tasks
- Reliability and a strong commitment to teamwork
Benefits:
- Full-time contract
- Paid training
- Fixed salary with the opportunity to earn monthly bonuses
- Additional paid night shifts and extra compensation for holiday work
- Opportunities for professional and personal development with a global market leader
- International colleagues in a pleasant working environment
- 100% remote (home-office) position
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