IT Helpdesk Specialist

Quick Facts

• Role: IT Helpdesk Specialist

• Main focus: First-line IT support for headquarters and contact center users

Description

You will be the first point of contact for colleagues when technology issues arise, covering everything from access and applications to computers and peripherals. In the contact-center environment, you will support Genesys and Salesforce, manage permissions in Genesys Administrator and REDAT, and handle requests related to call recordings and telephony (HW/SW). You’ll also prepare devices for new hires and perform software installations/updates and basic diagnostics.

Responsibilities

• Provide first-line IT support for typical user requests and incidents (access, apps, PCs, microphones, monitors, and other equipment)

• Support contact-center telephony systems, including Genesys and Salesforce administration tasks and call-recording related requests

• Manage user permissions in Genesys Administrator and REDAT

• Troubleshoot and resolve telephony issues (hardware and software) and coordinate with systems administration for complex cases

• Set up computers and equipment for new employees so they can start from day one

• Install and update software and perform basic diagnostics when systems don’t work as expected

• Maintain an overview of used hardware/software and help keep hardware and software records organized

• Support printers, meeting-room equipment, and other end-user devices for daily work

• Provide occasional on-site assistance for branches and ATMs

• Provide on-call coverage once every 8 weeks (mostly resolved remotely)

Requirements

• Practical experience with Microsoft 365 and Intune administration (users, licenses, devices, and policies)

• Confident troubleshooting in Windows environments

• Ability to learn and investigate solutions even when you don’t know the answer immediately

• Interest in telephony/contact-center systems

• Ability to communicate clearly and explain technical problems to users

• Patience, reliability, and ability to keep work organized including access/permission handling

• Driver’s license and willingness to travel to branches occasionally

• Completed secondary education with maturita

• Clean criminal record

Benefits

• 30 days of leave per year (25 vacation days + 5 additional days; plus 3 days for volunteering; after 5 years: 20 additional paid days)

• Premium health care after the trial period (Canadian Medical) or CZK 500/month contribution for sports and health

• CZK 2,000/month pension contribution or DIP after the trial period, plus a meal allowance

• Space to learn and grow IT skills

• Employee discounts/benefits (e.g., Alza, Datart, O2)

• Team culture focused on openness, simplicity, courage, and friendship