Helpdesk Analyst

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes, including high-value knowledge work, across agents, people, and systems. By creating production-ready, enterprise-grade agents with built-in governance, Camunda uniquely delivers trusted AI agents for business-critical processes. Over 700 leading innovators like Atlassian, ING, and Vodafone, rely on Camunda to slash time-to-value from months to days, boost operational efficiency, and elevate customer experiences. Camunda was named aVisionaryin the inaugural 2025 Gartner® Magic Quadrant™for Business Orchestration and Automation Technologies (BOAT).

As a fully remote, global company, we’re rewriting the rules of modern business. Named GP Bullhound’s 2024 Top 100 Next Unicorn list, certified as a Great Place to Work, and recognized by Flexa for true flexibility, we’re growing fast and looking for top talent to join our team. If you’re excited to do meaningful work and make real impact, keep reading, this role could be the one you’ve been waiting for.

About the role:

The Helpdesk Analyst provides L1–L2 IT support across Camunda and is the first point of contact for our global, fully-remote team. In this role you’ll combine solid technical troubleshooting with clear, friendly communication to keep colleagues productive, guide them through issues, and make sure they feel supported and heard. You’ll own tickets from initial request through resolution or escalation, contribute to a culture of continuous improvement, and collaborate closely with Enterprise Technology, InfoSec, and other stakeholders.

Curious about the kind of challenges you'll work on at Camunda? Watch this quick 30-minute talk from our engineers to learn more about the new Camunda Exporter and how we’re solving complex problems at scale

What You’ll Be Doing:

• Act as the primary contact for IT support requests via ticketing system, chat, and email, providing L1–L2 support for laptops (Windows/macOS), peripherals, and core SaaS tools (Google Workspace, Slack, Zoom, Jira/Confluence, browsers).

• Troubleshoot common issues such as VPN and basic network connectivity problems, identity and access requests (e.g., password resets, account unlocks), and first-line MDM-related issues, escalating clearly when needed.

• Triage, categorize, prioritize, and route tickets appropriately while maintaining ownership and ensuring timely, clear, and empathetic updates to users.

• Communicate in straightforward, user-friendly language, set realistic expectations on response and resolution times, and document solutions and known issues in the IT knowledge base.

• Identify recurring problems and patterns in tickets, suggest improvements to documentation, workflows, and request forms, and contribute to reporting on key helpdesk metrics.

• Apply security and compliance guidelines in all support interactions, including identity verification, safe data handling, and prompt escalation of suspected security incidents.

What You Bring:

• Ability and/or willingness to use our product

• You bring a strong foundation in IT support, genuine curiosity for how tools work, and a calm, service-oriented approach to helping colleagues. You are structured and reliable in how you manage tickets, comfortable working independently in a remote, global environment, and you care about doing things securely and consistently while always looking for ways to improve how we work.

• Significant hands-on experience in an IT helpdesk / service desk / technical support role (typically around 3+ years), or clearly equivalent practical experience in a similar environment.

• Practical experience supporting end users in a remote, SaaS-driven environment, including Windows and macOS devices and tools like Google Workspace, Slack, Zoom, and Jira/Confluence.

• Strong general troubleshooting and problem-solving skills, including the ability to research and test solutions independently.

• Clear, empathetic written and verbal communication in English, with the ability to explain technical topics in simple, user-friendly language.

• Proven experience working with a ticketing system (categorization, prioritization, SLAs, documentation) and following defined processes, including basic security and identity-verification steps.

Nice-to-haves:

• Experience with MDM-managed environments (e.g., enrolment, compliance checks, app deployment) and first-line MDM troubleshooting.

• Experience supporting a fully remote, globally distributed workforce across multiple time zones.

• Additional spoken/written languages beyond English.

This role is an existing vacancy

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