Service Desk Agent (D365)

Quick Facts

• Role: Service Desk Agent (D365)
• Coverage: 24/7 environment; shifts are 8 hours, Monday–Friday
• Work style: Hybrid (2–3 days from home after probation)

Description

Join a Service Desk team as an excellent entry point into IT. You will support daily system monitoring, user account management, and resolution of technical requests and incidents using established routines. You will communicate with customers and colleagues via email, phone, and Microsoft Teams.

Responsibilities

• Monitor systems (e.g., server performance and queue reports)
• Receive, log, categorize, and prioritize requests and incidents via ticketing systems following defined procedures (routines)
• Distribute tickets within the team according to the defined steps; review existing tickets including comments and follow-ups
• Provide regular reporting of ticket status and customer statistics (weekly/monthly)
• Help review and optimize routine processes
• Later, support on-call availability for critical incidents outside normal working hours
• Work closely with the 24/7 SD team
• Partly provide internal IT support and act as a liaison between global IT and users for requests, incidents, and technical questions
• Use internal support tools (e.g., ordering system, equipment tracking)
• After a period, assist with JIRA ticketing system administration
• Eventually support onboarding and training of new colleagues

Requirements

• Helpdesk or technical support experience is an advantage (not required)
• Positive attitude toward IT and basic IT knowledge
• Ability to track SLA and work carefully with tickets
• Friendly, user-focused communication
• Willingness to learn new things
• English level B2+ for daily use, especially written communication

Benefits

• Supportive team to guide you through your first IT steps
• Service Desk as a starting point; growth into specialized teams if you have talent
• Open company culture where everyone’s voice is heard
• Office a few minutes from Zličín metro station; fun team environment (including summer grilling)
• Hybrid work (2–3 days from home) after the probation period
• Annual bonus (depending on company success)
• Extra allowance for on-call duties
• Benefits: meal allowance, Multisport card, physiotherapy in the office, company events, and more
• Company mobile plan with unlimited calls and data in the Czech Republic
• Work-life balance
• Immediate start possible