Service Desk Onboarding & Support Specialist

About the role

EXANTE, a global wealth-tech company behind a centralised trading platform, is hiring a Service Desk Onboarding & Support Specialist. You will be the first point of contact for new and existing employees, making sure every newcomer has a smooth first day, every leaver is offboarded securely and every IT request is answered quickly. The work is process-driven, handled in Jira Service Management and Slack, with about 150-250 requests per month. The position is remote.

Key responsibilities

• New hire onboarding: prepare corporate accounts and access, run the technical onboarding session (laptop setup, apps, browser, mail, calendar, cloud storage, VPN, telephony, 2FA, password manager) and follow up on open items.
• Offboarding: suspend accounts, transfer mailboxes and documents, arrange equipment return, device wipes and asset record updates.
• Access management: grant, change and revoke access to mail, shared drives, messenger groups, telephony and business apps, and manage seats for SaaS, AI and developer tools.
• Handle laptop handovers, returns, replacements and buyouts, and keep asset records up to date.
• First-line support: reply to requests in Slack, the Service Desk portal and e-mail within one hour, log and track them in Jira, and troubleshoot passwords, mail, VPN, macOS and Windows laptops, printers and software.
• Escalate complex issues to L2 / engineering teams, meet SLAs, update tickets and document new solutions in the knowledge base.
• Submit a short weekly report on completed work, blockers and priorities.

Required profile

• No prior IT or Service Desk experience required; attitude, aptitude and communication skills matter.
• English at B2 level or higher (mandatory).
• Stress tolerance, patience for high-volume repetitive tasks, attention to detail and eagerness to learn.
• Nice to have: customer support or helpdesk experience, Russian language, and basic understanding of VPN and networking.

Required skills

• Confident use of macOS and Windows
• Google Workspace or Microsoft 365
• Slack or a similar messenger (Teams, Discord, Mattermost)
• Jira or other task trackers (Trello, ClickUp)
• Nice to have: ITSM / Service Desk systems, password managers, MDM tools