24/7 Service Desk Specialist in Prague

Looking for new experiences? A career change? Ever thought about working in an international IT company? Join our growing English-speaking Service Desk team in Prague.

If you are living outside the Czech Republic, no worries, we've got you covered. There's an interesting relocation package offered after you take the offer. It includes flight tickets, initial accommodation in pension or hotel, practical relocation support and advisory, and one-off financial relocation pay.

Your Responsibilities
As our Support Center Specialist you'll be part of our Aeven Service Support Center in Prague, speaking English in your daily work.

You will work with the full range of issues within the fields of 24x7 SPOC (Single Point of Contact), Service desk and Monitoring. Our core competency in the 24x7 SPOC team is based on written instructions, in specific areas, like catch and dispatch, user account maintenance, access rights and basic resolutions for common issues. Another Task will be High, Critical and Major Incident handling, for both customers and customers 3rd party vendors. You will also experience typical Service desk tasks such as fixing end users’ VPN issues or Password resets, and basic troubleshooting of issues. The supporter will also handle the creation and escalation of alarms to correct resolver teams.

Our Service Support Center team operates 24/7, with shifts rotating to ensure continuous coverage.
In this role, you will be responsible for resolving customer requests and queries coming via various channels. Our customers can be employees at larger companies, to whom we provide IT support but also agents or technicians from other service desks or resolver teams. It may include for example maintaining user accounts, assigning accesses, resetting passwords, troubleshooting in user administration area, etc.

You need to have at least 1 year previous experience in IT Support such as Service Desk/Control Desk and have experience with ITSM and customer support.

The main tasks include:

• Manage service requests and ensure follow-up
• Take accountability for quick, accurate, and effective resolution
• Prioritize incoming requests based on SLA (Service Level Agreements)
• Basic troubleshooting for incidents
• Collect information’s in order for a 2. or 3. line team to be able to resolve the issue, if not able to resolve this at first call
• Provide guidance to the customer where needed
• Ensure high customer satisfaction § Keeping the company's knowledge base current and valuable
• Collaborate with other team members and colleagues
• Contribute to the training of newcomers and share the knowledge

Your Knowledge and Experience

• Fluency in English
• Previous experience with SD/CD or similar position
• Excellent communication skills
• High sense of responsibility and is well-organized
• Experience in Microsoft Products on a user level
• Ability to work in a team as well as individually, and under pressure
• Likes to solve problems and helps others
• Customer oriented mindset is a must
• Understanding the IT environment and troubleshooting is a plus (but not a must – training will be provided)
• Willingness to learn
• Perseverance and motivation – must be able to work in 24x7 work shift

Employee benefits

• Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven
• 5 sick days per year
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables regularly
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free

Department: Østmarken 3a, Søborg

Lokation: Prague