L0 Service Desk Onboarding & Support Specialist

Responsibilities

• 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

Languages

Required

• Confident user of macOS and Windows
• Experience with Jira or other task trackers (Trello, ClickUp, etc.)

Nice to have

• 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
• Attention to detail and discipline: you follow instructions and security rules exactly
• 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
• Basic understanding of VPN and networking
• 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.

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