Salesforce Helpdesk

Salesforce Helpdesk At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply! We usually respond within a week SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life, so companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent. Are you ready to join us? What do we have to offer? An attractive salary based on your experience and achievement. And the freedom to compose your personal benefit package. A dynamic environment: flexible working hours and working from home – everything is negotiable Learning opportunities: through an individual development plan and professional training Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx! About the role: In the architecture of SD Worx Enterprise tooling, Salesforce plays a crucial role. And this is why your role as our Salesforce Application Support is so important to us. Investigating and resolving technical Salesforce issues, that is what this job is all about. One of your main goals is to collaborate with SD Worx’ Salesforce users and our internal Salesforce team. Together you will make our Salesforce Suite better and more user-friendly. Key Responsibilities - Responsible for internal Salesforce end-user support. - Resolving (basic) technical issues after a proper investigation. - Communicating back with the resolution to our Salesforce end-users. - Managing new user set-up and deactivation of Salesforce users. - Assisting in the preparations and maintenance of support documentation. - Developing Salesforce reports and dashboards with a strategic, high-level perspective, translating data into meaningful insights for the business. - Ensuring the creation and maintenance of Salesforce training material. - Keeping informed about the developments in our customized Salesforce application. - Coordinating regularly with internal stakeholders, like our Product Owners, Functional and Development Squad for complex troubleshooting. - Taking ownership and doing close follow up on tasks assigned, ensuring targets are met. - Record all relevant steps, events, and resolutions related to incidents or service requests in the system. - Follow up on tickets and keep customer status and information up to date. - Communicate customer feedback and suggestions to the relevant internal teams. - Proactively identify and recommend improvements to processes and procedures. - Ensure compliance with internal security policies and operational processes. - Demonstrate knowledge of ITIL principles, including but not limited to incident and problem management. - Actively contribute to the knowledge base and ensure documentation is kept current. - Participate actively in Agile ceremonies, including daily stand‑ups and retrospectives. Educational / Skill / Experience Requirements - Diploma in Information Technology or equivalent proven experience and skills. - At least 1-2 years of experience in an admin role. Previous experience as a Salesforce administrator would be an advantage. - Eager to learn all about Salesforce’s new features - Being an engaged and flexible team player - Good communication skills with end users. - Good command of English and Italian, both written and spoken. - Very good problem‑solving and analytical abilities. - Proactive, motivated, and positive attitude. - Ability to work effectively under pressure and demonstrate flexibility. - Salesforce certifications such as Certified Salesforce Administrator will be a plus From many places, we work as one, moving from better to best together. SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life. Team IT & Technology Role IT & Technology (Products) Locations Shkodër, Tirana Remote status Hybrid