Global Help Desk Specialist

Job Overview

Wargaming is looking for a communicative and responsible Help Desk Specialist 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.

Reports to Team Lead, Global Help Desk

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

What will you do?

• Manage Help Desk tickets in a timely manner. Provide timely resolution of problems or escalation on behalf of customer to 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

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

##### Please submit your CV in English to ensure smooth processing and review.