Service Desk Operator

Quick Facts

• Role: Service Desk Operator (Tier 1/2)
• Focus: Microsoft 365 support and service requests

Description

You will support MSF’s Microsoft 365 application portfolio, tenants, and related technologies. As a hands-on service desk operator, you will manage incoming service desk tickets, guide users through diagnostics, and help ensure users can complete their tasks independently. You will also maintain M365 user and licensing administration, support Azure infrastructure services, and contribute to an internal knowledge base.

Responsibilities

• Maintain frequent and consistent interaction with internal users
• Manage tier 1 & tier 2 issues and service requests with timely, accurate resolution
• Act as the first point of contact for MSF local IT contacts
• Answer, evaluate, and prioritize service desk tickets based on SLAs
• Interview users and guide diagnostics to identify root cause
• Follow IT procedures for M365 user and licensing administration
• Provide basic application guidance when needed
• Maintain high user satisfaction levels
• Manage M365 services and Azure infrastructure (servers, services, connectivity)
• Develop and maintain an internal knowledge base
• Collaborate with other IT teams (networking, security, and others) to resolve issues effectively

Requirements

• Ability to work a 3-shift schedule
• 1+ years of experience in IT customer support (or related position)
• Strong knowledge of Microsoft 365 environment and administration (required)
• Strong customer service and troubleshooting skills
• Experience with an ITSM/ticketing tool
• Excellent communication skills in English (spoken and written)
• High sense of responsibility for assigned tasks
• Adherence to MSF principles and behavioural commitments

Benefits

• 25 days of holiday per year; 6 sick days per year
• Occasional working from home
• Possibility to receive 13th salary (after probation)
• Meal vouchers
• Cafeteria/pension scheme
• MultiSport card
• Language courses
• Transportation allowance: 10 CZK per calendar day
• Relocation package for former MSF field employees to work in MSF SITS Prague office
• Possibility to take sabbatical leave/mission once per 3 years
• Free refreshment at the workplace
• Dog/baby friendly office, team buildings/family days