Junior Helpdesk Engineer

Andersen is hiring a Junior Helpdesk Engineer to support incident management and ticket coordination, ensuring timely issue resolution and smooth operation of internal IT systems. Our customer is a global leader in the insurance and assistance sector, offering a wide range of international solutions across various domains including health, life, travel, and automotive services. The organization is committed to delivering cutting-edge, agile IT solutions while driving digital transformation and sustainability across its operations. The project is focused on operational support and incident coordination across multiple internal systems, including ticketing, monitoring, and collaboration platforms. The role involves triaging requests, validating alerts, managing tickets, coordinating escalations, and maintaining clear communication to ensure timely and structured issue resolution. Responsibilities: Acknowledging of incoming tickets/alerts within SLA response time (Jira / ServiceNow / Slack / Grafana). Performing basic triage: classify, assess impact/priority, collect key details. Escalating to the correct resolver group, coordinating handover. Keeping tickets updated (status, actions, next steps, assignees). Providing clear status updates and closure information to requesters. Ensuring clean shift handover and continuity for ongoing issues. Must-haves: Experience as a Junior Helpdesk / SysOps Engineer or strong internship background in a similar role for 1+ years. Experience working with SLA-driven ticket workflows and providing disciplined, timely, on-call responses. Experience in using Jira, ServiceNow, Slack, and Grafana at a basic level for acknowledging and triaging requests, routing and escalating to appropriate teams, and maintaining accurate ticket updates. Experience following runbooks and escalating incidents according to established procedures. Level of English – from Intermediate and above. Reasons why this job would be interesting to you: Andersen cooperates with such companies as Siemens, Johnson & Johnson, AstraZeneca, BNP Paribas, Allianz, Ryanair, TUI, Verivox, Media Markt, etc.. For the past four years, our company has been growing annually by 60–100%, and we constantly involve top-notch specialists in our team. Andersen has mentoring and adaptation systems for new employees, and transparent performance review and assessment systems will allow you to determine your development path and plan your growth. The most important thing that we value in our employees is a commitment to continuous learning. The company supports them in this and gives them access to the best educational platforms, seminars, and practices. In addition, for over 19 years, Andersen has assembled a huge knowledge base and established a robust resource management institution. We have been strengthening our expertise since 2007. During this time, we have formed excellent teams with streamlined processes, where you can learn something new from your colleagues every day and enjoy your work. We are a cool young team of like-minded people communicating informally. You'll have a stable and competitive salary and an extensive benefits package. At Andersen, we have many ways to grow. You can improve as a specialist or a manager, and all your activities will be decently rewarded. Your personal data is protected in accordance with GDPR regulations. Learn more: https://andersenlab.com/privacy-policy/pl Join us!