We are looking for a proactive and service-minded Service Desk Agent/Helpdesk analyst to join our growing support team. In this role, you will be the first point of contact for users working with our core product — a specialized MRO ERP system developed for the aviation industry. This is an excellent opportunity to build deep domain knowledge in both IT and aviation, while contributing to a dynamic and supportive environment.
Main responsibilities:
• Act as the first-line support for users of the MRO ERP system, responding to queries via email, phone, or our ticketing platform (Jira).
• Investigate and resolve technical and functional issues related to the MRO software platform.
• Log, track, and prioritize incidents and requests in the Jira Service Desk system.
• Escalate complex or unresolved issues to second-level support or development teams, ensuring clear documentation and communication.
• Assist with user onboarding, account setup, access rights, and basic system configurations.
• Collaborate with cross-functional teams (development, implementation, product) to ensure customer satisfaction and continuous improvement.
• Maintain internal knowledge base and user-facing documentation to support learning and issue resolution.
What You'll Be Working With:
• MRO ERP software tailored for aviation maintenance and operations.
• Jira for ticket management, tracking, and internal collaboration.
• Standard tools and platforms (Microsoft 365, system access management).
• Aviation-specific workflows and terminology, which you will gradually learn and master.
What We’re Looking For:
• Previous experience in IT support, service desk, or helpdesk roles is a plus.
• Interest in aviation, technology, and software systems.
• Strong problem-solving and communication skills.
• Basic understanding of system troubleshooting (accounts, access, software issues).
• Experience with Jira or similar ticketing systems is an advantage.
• English proficiency (spoken and written); additional languages are a plus.
• Eagerness to learn and grow in a supportive and fast-paced environment.
Why Join Us:
• Be part of a company building solutions for the aviation industry.
• Gain hands-on experience with real-world MRO operations and software used by leading aviation companies.
• Clear career development path into technical, product, or implementation roles.
• Supportive team and structured onboarding to help you succeed.
• Competitive compensation and benefits.
Vilnius, Lithuania