Remote job
L0 Service Desk Onboarding & Support Specialist
Job details
About this role
Role overview
Provide first-line IT service desk support for an international, distributed workforce. The work is process-led and covers employee onboarding and offboarding, access requests, company equipment and everyday technical issues. You’ll use documented procedures, track requests through to resolution and help new colleagues get set up for their first day.
Responsibilities - Check that new employees have accounts, access and equipment ready, then guide them through their first-day setup. - Process departures securely, including account suspension, access removal, equipment returns and asset record updates. - Grant, change and revoke access only after the required approval; manage software licences and user invitations. - Coordinate laptop handovers, returns, replacements and other equipment requests with relevant colleagues. - Respond to requests through the service portal, chat and email; log, categorise, troubleshoot and escalate issues as needed. - Keep users informed, maintain accurate ticket records, meet service targets and update internal instructions with new solutions.
Requirements - English proficiency at B2 level or higher and clear, courteous written and spoken communication. - A helpful, service-minded approach, with patience and composure during busy or urgent periods. - Careful attention to detail and willingness to follow documented procedures and security requirements. - Confident use of macOS and Windows, plus familiarity with Google Workspace or Microsoft 365. - Experience with a team messenger and task tracker, such as Slack and Jira or similar tools. - Ability to learn new systems and write clear instructions for end users; prior professional IT support experience is not required.
Nice to have
Customer support or helpdesk experience; Russian language skills; familiarity with IT service desk systems, password managers or device management tools; and basic knowledge of VPNs and networking.
Benefits and work setup
The role is remote and supports employees across multiple locations. The listing describes a workload of roughly 150–250 requests per month and a first-response target of one hour.