IT Service Desk Specialist

Popis pozice

Join an international organization where you will provide technical support to users across different locations and help keep their everyday IT environment running smoothly.

The role gives you hands-on exposure to Windows, Microsoft 365, Freshservice, Active Directory, Entra ID, MFA, Intune, SCCM, VPN, and ITSM processes.

Job Description

• Provide 1st line IT support via phone, email, chat, and ITSM tools, handling incidents and service requests within agreed SLAs
• Troubleshoot issues related to Windows devices, Microsoft 365, business applications, hardware, peripherals, and connectivity
• Manage user access, software requests, equipment provisioning, and support activities related to onboarding and offboarding
• Use remote support solutions to diagnose and resolve technical issues, escalating more complex cases to specialized IT teams when required
• Maintain accurate tickets, user and asset information, and contribute to internal knowledge articles and troubleshooting documentation
• Support a reliable user experience through clear communication, timely updates, and structured incident handling
• Participate in service coverage and support activities according to the needs of the global IT operation

Požadavky

• 2+ years of experience in Service Desk, IT Support, or a similar technical support role, preferably in an international environment
• Good practical knowledge of Windows and Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Experience with Active Directory / Microsoft Entra ID, MFA, and basic identity and access management
• Understanding of ITSM processes, particularly Incident and Request Management, as well as working with SLAs
• Basic knowledge of TCP/IP, DNS, Wi-Fi, VPN, and common network troubleshooting
• Strong troubleshooting and problem-solving abilities combined with a customer-oriented approach
• Fluent English, both written and spoken; IT education or equivalent professional experience

Nice to Have

• Experience with Freshservice or another ITSM platform
• Knowledge of Microsoft Intune, Autopilot, or SCCM
• ITIL Foundation certification or practical knowledge of ITIL principles
• Experience with Microsoft Teams telephony or meeting room technologies
• Exposure to regulated or compliance-driven environments

Benefity

• Hybrid working model and flexible working hours
• Annual performance bonus
• 5 weeks of vacation plus additional sick days
• Cafeteria benefits and meal vouchers
• Pension, life, and accident insurance contributions
• Professional training and continuous learning opportunities
• International environment with modern enterprise IT technologies