Help Desk Agent
About the Role
You will provide L1 support to internal users by handling helpdesk tickets, troubleshooting IT issues, guiding users through solutions, and escalating when necessary. You will assist new employees with workstation setup and configuring access to systems and tools. You will participate in automating recurring workflows and help adopt new tools and AI-driven features. You will document solutions, update the knowledge base, and refine Help Center procedures.
Requirements
- 1+ year experience in customer or technical support
- Experience with Jira, Freshdesk, Zendesk, ServiceNow, or Monday
- Working knowledge of Google Workspace and Microsoft Office tools
- Basic understanding of Windows, macOS, and Linux operating systems
- Strong problem-solving and communication skills
- Advanced English proficiency
Responsibilities
- Provide L1 support to internal users
- Handle helpdesk tickets and troubleshoot IT issues
- Guide users through solutions and escalate when necessary
- Assist new employees with workstation setup and access configuration
- Participate in automating recurring workflows and adopting new tools
- Document solutions, update the knowledge base, and refine procedures
Benefits
- Premium tariffs for company product
- Semi-remote work with flexible hours
- Home office allowance
- Virtual share options scheme after the probation period
- Comprehensive medical insurance after the probation period
- 20 business days paid leave plus 12 paid floating holidays
- Paid sick leave, birthday, and anniversary leave
- Length of service holidays
- Online events for learning and enjoyment
- Coworking facilities and parking compensation in Wrocław and Kyiv