Global Help Desk Specialist

Wargaming is seeking a communicative and responsible Help Desk Specialist for their Belgrade office. This role involves managing Help Desk tickets, providing timely resolution or escalation, responding to user issues via phone, email, and live chat (English and Russian), providing user assistance, registering interactions in JIRA, running diagnostics, monitoring alerts, and notifying users about incidents. The position is a 12-month fixed-term contract to cover maternity leave, requiring 1+ years of customer-facing experience, intermediate English, upper-intermediate Russian, excellent communication, customer service, organizational skills, and availability for shift work, including night shifts.

Must Have

• Manage Help Desk tickets in a timely manner
• Provide timely resolution of problems or escalation to appropriate technical personnel
• Respond to user issues and requests via phone, email, and live chat (English and Russian)
• Provide user assistance
• Register user interactions in the JIRA platform
• Run diagnostics/troubleshoots to resolve user-reported issues
• Monitor messages from the alert system and escalate to responsible teams
• Notify users about global incidents and incident resolutions
• 1+ years of experience in customer-facing roles
• Intermediate English or higher
• Upper-intermediate Russian or higher
• Excellent communication skills
• Customer service skills
• Ability to work with and manage large amounts of information
• Ability to stay detail-oriented and keep detailed notes on tickets
• Organization skills
• Availability for a shift work schedule, including night shifts

Good to Have

• Basic knowledge of Active Directory
• Experience with JIRA, Confluence services

Perks & Benefits

• Additional vacation days based on years of service
• Additional paid time off (5 Personal Days, Birthday Leave, Marriage Leave, Compassionate Leave)
• Sick Leave Compensation, Maternity Leave Benefits
• Premium Private Health Insurance
• Career development and education opportunities within the company
• English clubs and platform for learning languages
• Mental well-being program (iFeel)
• Commuting allowance
• Company events
• FitPass membership
• Discounts for employees
• Personal Gaming Account
• Coffee, fruits, and snacks in the office
• On-site canteen with subsidized prices for food and drinks
• Seniority Awards
• Referral program - you can recommend the best talents to the Company and receive a reward

Job Overview

Wargaming is looking for a communicative and responsible Help Desk Specialist in our Belgrade office to solve requests and issues from the company’s employees and partners. In this role, you’ll become familiar with the IT structure, processes, and services used by an international company.

We are considering only candidates who are already located in Belgrade or near; the company is not able to support relocation for this role.

This role is offered as a 12-month fixed-term contract to cover maternity leave.

Reports to

Team Lead, Global Help Desk

What will you do?

• Manage Help Desk tickets in a timely manner. Provide timely resolution of problems or escalation on behalf of the customer to the appropriate technical personnel.
• Respond to user issues and requests via phone, email, and live chat (both from English and Russian-speaking users).
• Provide user assistance.
• Register user interactions in the JIRA platform.
• Run diagnostics/troubleshoots to resolve user-reported issues.
• Monitor messages from the alert system, and escalate them to the responsible teams
• Notify users about global incidents and incident resolutions.

What are we looking for?

• 1+ years of experience in customer-facing roles across any industry
• Intermediate English or higher
• Upper-intermediate Russian or higher
• Excellent communication skills
• Customer service skills
• Ability to work with and manage large amounts of information
• Ability to stay detail-oriented and keep detailed notes on tickets
• Organization skills
• Availability for a shift work schedule, including night shifts

What additional skills will help you stand out?

• Basic knowledge of Active Directory
• Experience with JIRA, Confluence services

Work mode

• Hybrid (2-3 days of work from the office)

Benefits

Benefits and perks are tailored to the local market and culture. Our benefits in Belgrade include:

• Additional vacation days based on years of service at Wargaming: up to 5 days on top of the statutory minimum
• Additional paid time off (5 Personal Days, Birthday Leave, Marriage Leave, Compassionate Leave)
• Sick Leave Compensation, Maternity Leave Benefits
• Premium Private Health Insurance
• Career development and education opportunities within the company
• English clubs and platform for learning languages
• Mental well-being program (iFeel)
• Commuting allowance
• Company events
• FitPass membership
• Discounts for employees
• Personal Gaming Account
• Coffee, fruits, and snacks in the office
• On-site canteen with subsidized prices for food and drinks
• Seniority Awards
• Referral program - you can recommend the best talents to the Company and receive a reward