IT Service Desk Specialist (1st-Level Support)

Quick Facts

• Role: IT Service Desk Specialist (1st-Level Support)
• Work mode: Hybrid (3 days/week home office, at least 2 days in-office)
• Location: Prague (Prosek)
• Language: Daily use of English

Description

You will be the first point of contact for employees and colleagues across multiple countries, helping with everyday IT requests and technical issues. Support will be delivered through a ticketing system, phone, chat, and email, with resolution of incidents and service requests according to SLAs. You will troubleshoot Windows devices, Microsoft 365, and common user applications, manage identities and access, handle MFA/VPN/connectivity topics, and assist with onboarding/offboarding.

Responsibilities

• Provide IT support for end users and international colleagues via ticketing, phone, chat, and email
• Diagnose and resolve incidents and service requests per SLA
• Troubleshoot Windows endpoints, Microsoft 365, and common productivity applications
• Support Outlook, Teams, OneDrive, SharePoint, and other Microsoft tools
• Manage user accounts and permissions in Active Directory/Entra ID
• Troubleshoot issues related to MFA, VPN, and general connectivity
• Install and configure software and support end-user devices
• Support employee onboarding/offboarding
• Provide remote support and collaborate with local IT teams
• Escalate complex incidents to specialized teams
• Create and update IT documentation and knowledge base articles

Requirements

• Minimum 2 years of experience in IT Support/Service Desk (ideally in an international environment)
• Very good knowledge of Windows and strong endpoint troubleshooting skills
• Good knowledge of Microsoft 365
• Experience with Active Directory/Entra ID and MFA
• Experience with ITSM processes, incidents, service requests, and SLA-based work
• Basic networking knowledge: TCP/IP, DNS, Wi-Fi, VPN
• Ability to solve problems independently and prioritize requests correctly
• Customer-focused attitude and pleasant communication
• Fluent English used daily with international colleagues

Benefits

• Annual bonus
• Hybrid working model (3 days/week home office, at least 2 days in-office)
• Full-time, permanent position (HPP indefinite)
• Stable international company environment
• Daily English use and collaboration with colleagues from different countries
• Opportunities for further professional growth within global IT
• Broad employee benefits package
• Evening shift about once every three weeks (15:30–24:00)