Help Desk Operator (Level 1)

Quick Facts

• Role: Help Desk Operator (Level 1)

• Support model: Internal help desk handling client IT requests via remote support tools 365 days a year, 7x24

• Language: Czech required; English communication required

Description

You will work as part of an internal Level 1 help desk team handling client IT requests around the clock using remote support tools. Your tasks include collecting and analyzing requests, managing incident tickets (priority, category, time, and resolution result), and escalating unresolved issues to Level 2/3 support. Communication with users is done by phone, email, and chat according to contractual conditions.

Responsibilities

• Collect client requests and analyze/assess them

• Create and manage incident records in ticketing systems

• Set priority, category, time, and resolution outcome for incidents

• Escalate unresolved tickets to higher-level support (Level 2/3)

• Communicate with users by phone, email, and chat

Requirements

• General knowledge of hardware and how PCs, laptops, and printers work

• Overview of IT technologies

• Advantage: experience in user support

• Excellent Czech (ČJ)

• Communicative English (AJ)

• Pleasant professional conduct and communication

Benefits

• Employment: full-time (HPP)

• Shift schedule: 12-hour shifts (short/long week)

• Training/education opportunities

• Meal allowance (stravenkový paušál)

• Sick days

• MultiSport card

• Contribution to pension savings