Help Desk Operator (m/f)

About the role

We are looking for a Help Desk Operator to support Printec's customers by identifying patterns, resolving issues and ensuring product performance. The role requires a customer‑focused attitude, problem‑solving abilities and a passion for technology, while working with limited supervision.

Key responsibilities

• Accept customer requests via IMS, phone and email.
• Record all request data in the IMS system with required parameters.
• Analyze requests and provide appropriate guidance.
• Coordinate with colleagues to allocate and dispatch resources for resolution.
• Follow internal communication rules with customers.
• Create, manage and configure terminals in the TMS.
• Test terminals and prepare them for security‑key loading.
• Load security keys according to VISA certification procedures.
• Provide reports to the manager or team members upon request.

Required profile

• High school degree, preferably in engineering or an IT‑related field.
• Basic understanding of IT systems and ability to learn new tools quickly.
• Strong communication skills for phone and email interactions.
• Fluency in Croatian is mandatory.
• Experience as a dispatcher or in a similar role is an advantage.

Required skills

• Proficiency with MS Office.
• Experience using IMS systems.
• Familiarity with terminal management systems (TMS).

What we offer

• Performance‑based bonus.
• Hybrid work model (remote + office in Zagreb).
• Flexible working hours.
• Tax‑free fees based on results.
• Inclusive, caring and friendly work environment.
• Opportunities for growth and career development in a dynamic IT sector.