IT Helpdesk Specialist

Prague, Czechia Full-time

The Helpdesk Specialist provides efficient and effective customer services through recording, managing and resolving telephone and email queries, incidents, or service requests.  Providing an efficient and customer focused technical Helpdesk service which provides first line support as well as managing and tracking the delivery of second & third line support. Additionally building, configuring and supporting automated internal process management/approval system, according to business requirements. This includes review and analysis of user functions and activities, evaluation of available resources and current systems, and the development of appropriate systems.

 

Responsibilities:

  • Provide 1st level technical support for Company’s employees;
  • Support the setup of all computer equipment for any news starters
  • Provide single point of contact between staff to resolve issues;
  • Supporting ambitious and strong business team in implementing challenging and modern e-Business projects.
  • Communication with service and solution providers.
  • Investigating incidents where possible, using tools to logon to the customers machine to perform diagnosis.
  • Analysis of incident reports and date to identify trends and propose resolutions to reduce the number of tickets
  • Ensuring incidents, queries and service requests are logged, prioritized, tracked and resolved Correctly rerouting ticket to the appropriate team who is able to resolve the incident if first line support is not sufficient.
  • On-going ownership of tickets, ensuring these are resolved so that Service Levels are met
  • Resolving tickets at the first line, following guidance from second and third line support staff.
  • Maintain relationships across the team, suppliers and other IT functions
  • Liaising with the customer to establish the cause of incidents and collect relevant information to help resolve the incident as quickly as possible
  • Create new workflows using built-in workflow editor.
  • Edit, administer and optimize existing workflows.
  • Create and provide reports as well as schedule their distribution.

Experience

  • Preferable Higher education in IT or related field
  • Practical experience in IT field
  • Good knowledge of computer logic and block diagrams.
  • Deep knowledge of Windows OS and MS Office
  • Good knowledge of networking principles and Linux OS
  • High accuracy and ability to concentrate
  • Strong communication skills and ability to work in a team
  • Ability to organize work, initiative and high sense of responsibility
  • Willingness to learn, develop skills and knowledge, as well as share it
  • Languages - business level Czech and English

Our offer:

  • Challenging projects that you will have real impact on
  • One of a kind employee development programme to support you in your personal and professional development
  • Other smaller and bigger perks including regular team get-togethers, fresh fruits/ sandwiches in the office, wide selection of teas and coffees at your disposal, etc.

THIS POSITION IS BASED FULL TIME IN PRAHA, CZECH REPUBLIC. WE ARE UNABLE TO CONSIDER REMOTE APPLICANTS OR THOSE THAT DO NOT HAVE THE REQUIRED VISA TO WORK IN CZECH REPUBLIC. PLEASE BE SURE THAT YOU HAVE THE CONFIRMED RIGHT TO WORK IN CZECH REPUBLIC BEFORE APPLYING.