Job Title: Help Desk Analyst
Location: Belgrade, Serbia (in-office)
Hours: 6am – 4pm CST / 2pm – 11pm CET
Reports To: IT Manager
Employment Type: Contract
Department: IT
Position Overview
"Only candidates with directly relevant experience will be considered. Please read the job requirements carefully before applying, and kindly send your CV in English."
The Help Desk Analyst serves as the first point of contact for internal users seeking technical assistance. This role is responsible for diagnosing and resolving hardware, software, and network-related issues, either remotely or in person. The ideal candidate is a strong communicator with a customer-first mindset and a broad base of technical knowledge across desktops, applications, and enterprise systems.
Key Responsibilities
Technical Support & Issue Resolution
- Respond to IT support requests via phone, email, or ticketing system in a timely and professional manner.
- Diagnose and troubleshoot hardware, software, and connectivity issues on desktops, laptops, printers, mobile devices, and peripherals.
- Escalate complex issues to Tier 2/3 support or appropriate IT personnel as needed.
User Account & Access Management
- Create, modify, and deactivate user accounts and permissions in Active Directory, email systems, and business applications.
- Support password resets, MFA configurations, and access troubleshooting for internal tools.
Software & Hardware Setup
- Install, configure, and update operating systems and standard software applications (e.g., Microsoft 365, antivirus, VPN clients).
- Maintain and track IT assets and inventory records.
Documentation & Process Compliance
- Document support procedures, known issues, and troubleshooting steps in the knowledge base.
- Ensure service desk activities align with IT policies, data security protocols, and compliance requirements.
- Track all support incidents and resolutions through the ticketing system to maintain service level expectations.
Customer Service & Communication
- Provide clear and courteous communication to users with varying technical proficiency.
- Follow up on open issues to ensure timely resolution and user satisfaction.
- Train and educate users on common IT tools and best practices to reduce recurring support requests.
Qualifications & Requirements
Language: Fluent in English – level B2 or better
Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Experience:
- 2–3 years of experience in IT help desk or technical support roles
- Experience using a help desk ticketing system (e.g., Jira, Zendesk, ServiceNow, TrackIT)
Technical Skills:
- Working knowledge of Windows and macOS operating systems
- Familiarity with Microsoft 365, Teams, Outlook, VPNs, and remote support tools
- Understanding of basic networking concepts (IP, DNS, DHCP, Wi-Fi)
Soft Skills:
- Strong communication and interpersonal skills
- Patience and empathy when supporting users
- Attention to detail and strong documentation habits
- Ability to prioritize tasks and work independently or as part of a team
Success Profile
A successful Help Desk Analyst is resourceful, responsive, and thrives on solving problems that keep employees productive. They demonstrate patience, strong communication, and a customer-service mindset while maintaining a structured and consistent approach to support and documentation.
