Help Desk Agent

Skills

About the Role

You will provide first- and second-line technical support to internal users, resolve helpdesk tickets, troubleshoot IT issues, and escalate matters when needed. You will help new employees set up workstations and system access, automate recurring workflows, support the adoption of new tools, and maintain Help Center documentation and procedures.

Requirements

• At least 1 year of customer or technical support experience.
• Experience with support platforms such as Jira, Freshdesk, Zendesk, ServiceNow, or Monday.
• Working knowledge of Google and Microsoft office tools.
• Basic understanding of computer fundamentals and Windows, macOS, and Linux.
• Problem-solving, communication, customer support, and adaptability skills.
• Advanced English.
• Additional language proficiency is an asset.

Responsibilities

• Provide L1-L2 support to internal users, handle helpdesk tickets, troubleshoot IT issues, guide users through solutions, and escalate when necessary.
• Assist new employees with workstation setup and access configuration.
• Assist with automating recurring workflows and implementing new tools and technologies.
• Document solutions, update knowledge base articles, and refine Help Center procedures.

Benefits

• Premium product tariffs.
• Flexible hours.
• Home office allowance.
• Virtual share options scheme after the probation period.
• Comprehensive medical insurance after the probation period.
• 20 business days of paid vacation.
• Paid sick leave, birthday leave, and anniversary leave.
• Length of Service Holidays.
• Coworking facilities and parking compensation in Wrocław/Kyiv.