Global Help Desk Specialist

Job OverviewWargaming 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 DeskWork 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 teamsNotify users about global incidents and incident resolutions.What are we looking for?1+ years of experience in customer-facing roles across any industryIntermediate English or higherUpper-intermediate Russian or higherExcellent communication skillsCustomer service skillsAbility to work with and manage large amounts of informationAbility to stay detail-oriented and keep detailed notes on ticketsOrganization skillsAvailability for a shift work schedule, including night shiftsWhat additional skills will help you stand out?Basic knowledge of Active DirectoryExperience with JIRA, Confluence servicesBenefitsBenefits 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 BenefitsPremium Private Health InsuranceCareer development and education opportunities within the companyEnglish clubs and platform for learning languagesMental well-being program (iFeel)Commuting allowanceCompany eventsFitPass membershipDiscounts for employeesPersonal Gaming AccountCoffee, fruits, and snacks in the officeOn-site canteen with subsidized prices for food and drinksSeniority AwardsReferral program - you can recommend the best talents to the Company and receive a rewardPlease submit your CV in English to ensure smooth processing and review.About Wargaming Wargaming is an award-winning online game developer and publisher headquartered in Nicosia, Cyprus. Operating since 1998, Wargaming has become one of the leaders in the gaming industry with 15 offices worldwide, including studios in Chicago, Prague, Shanghai, Tokyo, and Vilnius. Our diverse and multicultural team works together to deliver a top-class experience to millions of players who enjoy Wargaming's titles across all major gaming platforms. Our flagship products include free-to-play hits World of Tanks, World of Warships and World of Tanks Blitz.Please see Wargaming Candidate Privacy Policy for details on how Wargaming uses your personal data.