[Hiring] Service Desk Onboarding & Support Specialist @EXANTE

Role Description

We are looking for a highly motivated, customer-focused person to join our Service Desk as the first point of contact for new and existing employees. With offices in Riga, Warsaw, London, Valletta, Limassol, Tbilisi, Almaty, Hong Kong and many remote colleagues, you will make sure every newcomer has a smooth first day, every leaver is offboarded securely, and every everyday IT request is picked up quickly. The work is process-driven: requests are handled in Jira Service Management and Slack, and every standard operation (onboarding, offboarding, granting access, issuing a laptop) is described in step-by-step instructions in our internal knowledge base. You will handle about 150–250 requests per month.

Reporting Line

• Service Desk Lead

Worksite

• Remote

What You Will Do

• New hire onboarding:
  • Process onboarding requests: check that the corporate account and the standard set of accesses are ready before the new hire's first day.
  • Be the primary contact for new employees on their first working day and run the technical onboarding session: laptop setup and first login, the corporate app portal, browser, messenger, mail, calendar, cloud storage, task tracker, VPN, telephony, 2FA and password manager.
  • Make sure all accounts and tools are activated and follow up on anything left open.
• Employee offboarding:
  • Process offboarding requests strictly according to the company policy: suspend the corporate account, transfer mailbox and documents to the manager, revoke access to corporate systems.
  • Arrange the return of corporate equipment, device wipes and asset record updates.
• Access management:
  • Grant, change and revoke access to corporate services according to documented instructions: mail groups and aliases, shared mailboxes and drives, messenger groups, telephony, business applications, password manager and others.
  • Manage seats for SaaS, AI and developer tools: check free licences, send invitations, revoke seats on offboarding.
  • Follow information security rules: access is granted only after formal approval.
• Corporate equipment:
  • Handle laptop handover requests so that new employees have a ready device on day one; coordinate delivery with Office Managers.
  • Process equipment returns, replacements, laptop buyouts and peripheral requests.
  • Keep asset records up to date in the asset management system.
• Daily 1st line support:
  • Respond to employee requests in Slack, the Service Desk portal and e-mail, with the first reply within one hour.
  • Log, categorise and track all requests in Jira.
  • Troubleshoot typical issues: passwords and 2FA, mail and calendar, messenger, VPN and connectivity, macOS and Windows laptops, software installation, printers, access to internal business applications, telephony.
  • Handle device-management notifications and follow up with users.
  • Escalate complex issues to L2 / engineering teams with a clear description and the steps already taken.
• SLA and documentation:
  • Meet SLAs for response and resolution times, keep customers updated on request status and close requests only with their confirmation.
  • Keep ticket updates accurate and log working time.
  • Document new or non-standard solutions and keep onboarding instructions and checklists in the knowledge base up to date.
  • Submit a short weekly report on completed work, blockers and priorities.

Qualifications

• No prior professional IT or Service Desk experience required: we hire for attitude, aptitude and communication skills.
• English at B2 level or higher (mandatory): you will communicate with a diverse, international workforce.
• Stress tolerance: you stay calm and professional on busy onboarding days and in urgent situations.
• A genuine desire to help people and a service-oriented mindset.
• Clear, friendly written and verbal communication.
• Patience and focus for high-volume, repetitive tasks.
• Attention to detail and discipline: you follow instructions and security rules exactly.
• Eagerness to learn new systems and procedures.
• Confident user of macOS and Windows.
• Knowledge of Google Workspace or Microsoft 365.
• Experience with Slack or a similar messenger (Teams, Discord, Mattermost).
• Experience with Jira or other task trackers (Trello, ClickUp, etc.).
• Ability to write clear instructions for end users.

Nice to have:

• Experience in customer support, helpdesk or technical support.
• Russian language: part of the internal documentation and many requests are in Russian.
• Experience with ITSM / Service Desk systems.
• Experience with password managers.
• Experience with MDM / device management tools.
• Basic understanding of VPN and networking.