Global Help Desk Specialist at Wargaming

Belgrade, Central Serbia, Serbia -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

0.0

Posted On

22 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help desk management, Technical troubleshooting, Customer service, Communication skills, Jira, Confluence, Active directory, Incident management, English language, Russian language, Time management, Attention to detail, Organization skills, Diagnostic skills

Industry

Computer Games

Description

Job Overview Wargaming 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 fixed-term contract till January 31, 2027, to cover maternity leave. ___ Reports to Team Lead, Global Help Desk What will you do? Manage Help Desk tickets in a timely manner. Provide timely resolution of problems or escalation on behalf of the customer to the 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? Availability for a shift work schedule, including night shifts. 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. 1+ years of experience in customer-facing roles across any industry. ___ What additional skills will help you stand out? Basic knowledge of Active Directory. Experience with JIRA, Confluence services. ___ Work mode Hybrid (2-3 days of work from the office). 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: Additional vacation days based on years of service at Wargaming: up to 5 days on top of the statutory minimum 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. 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.

Responsibilities

Manage and resolve IT help desk tickets via phone, email, and live chat while maintaining accurate records in JIRA. Monitor system alerts, escalate technical issues to appropriate teams, and communicate incident updates to users.