Service Desk System Administrator

The local IT team in Belgrade office is looking for a polite, helpful, communicative, and responsible new member. The Service Desk Administrator will serve as the first point of contact for technical support, ensuring timely resolution of IT-related issues and maintaining a high level of customer satisfaction. This role requires strong problem-solving skills, technical knowledge, and the ability to communicate effectively with users of varying technical expertise.

Must Have

• Respond to and resolve service desk tasks via MS Teams, ticketing system, or in-person support.
• Troubleshoot hardware, software, and network issues for end-users.
• Escalate complex issues to higher-level support teams.
• Install, configure, and maintain IT equipment (desktops, laptops, printers, mobile devices, gaming consoles).
• Document all incidents, resolutions, and processes in the ticketing system.
• Develop and maintain detailed manuals, guides, and documentation.
• Handle procurement activities (vendor communication, order placement, delivery tracking).
• Provide basic training and guidance to users on software applications and IT policies.
• Perform SCCM administration.
• Manage equipment in storage and keep records using specialized software.
• Ensure compliance with company IT security policies and procedures.
• Experience in a service desk or technical support role.
• Proficiency with operating systems (Windows, macOS) and common software (Microsoft Office 365, Teams).
• Familiarity with IT ticketing systems.
• Good understanding of networking concepts (TCP/IP, DNS, DHCP).
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.
• Proficiency in English, both written and verbal.

Good to Have

• Experience with Active Directory, GPOs and Intune.
• Knowledge of Serbian language.
• Knowledge of Russian language.
• Experience with Jira.
• Experience with Confluence.
• Experience in Microsoft SCCM.
• Experience in PowerShell.
• Proficiency with operating systems Linux.
• Experience in access management systems.
• Experience in video surveillance.

Perks & Benefits

• Annual leave of 20 working days (additional days based on years of service at Wargaming: up to 25 days)
• 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

The local IT team in Belgrade office is looking for a polite, helpful, communicative, and responsible new member. The Service Desk Administrator will serve as the first point of contact for technical support, ensuring timely resolution of IT-related issues and maintaining a high level of customer satisfaction. The candidate should not be afraid of routine work and new challenges. This role requires strong problem-solving skills, technical knowledge, and the ability to communicate effectively with users of varying technical expertise.

Reports to

IT Manager, Serbia

What will you do?

• Respond to and resolve service desk tasks via communication in MS Teams, ticketing system, or in-person support.
• Troubleshoot hardware, software, and network issues for end-users.
• Escalate complex issues to higher-level support teams, when necessary, while tracking progress and ensuring resolution.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, gaming consoles and other IT equipment.
• Document all incidents, resolutions, and processes in the ticketing system.
• Develop and maintain detailed manuals, guides, and documentation.
• Handle procurement activities, including vendor communication, order placement, and delivery tracking.
• Provide basic training and guidance to users on software applications and IT policies
• SCCM administration.
• Manage equipment in storage and keep records using specialized software.
• Ensure compliance with company IT security policies and procedures.

What are we looking for?

• Experience in a service desk or technical support role.
• Proficiency with operating systems (e.g., Windows, macOS) and common software (e.g., Microsoft Office 365, Teams).
• Experience with Active Directory, GPOs and Intune will be beneficial.
• Familiarity with IT ticketing systems.
• Good understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.
• Proficiency in English, both written and verbal, to effectively communicate with users and document processes.

What additional skills will help you stand out?

• Strong communication skills in English (written and spoken).
• Knowledge of Serbian or Russian language.
• Experience with Jira and Confluence.
• Experience in Microsoft SCCM and/or PowerShell.
• Proficiency with operating systems Linux.
• Experience in access management systems and video surveillance

Work mode

• Onsite
• This role isn't eligible for relocation & immigration support.

Benefits

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

• Annual leave of 20 working days (additional days based on years of service at Wargaming: up to 25 days)
• 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