IT Service Desk Specialist

Náplň práce

Our client is looking for a Service Desk Technician to join its international IT team in Prague.

- Support users across Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Freshservice, Intune, SCCM, VPN, and Teams
- Provide 1st line technical support via phone, email, chat, and ITSM tools while meeting agreed SLA targets
- Troubleshoot hardware, software, operating system, and network connectivity issues
- Manage user accounts, access requests, onboarding/offboarding, and endpoint configuration
- Collaborate with infrastructure, network, security, and application teams to resolve complex incidents
- Maintain accurate documentation, knowledge articles, and IT asset records while contributing to continuous service improvement
- Deliver an excellent customer experience by providing timely communication and high-quality technical support

Požadavky

- At least 2 years of experience in an IT Support or Service Desk position
- Good knowledge of Windows, Microsoft 365, Active Directory, Microsoft Entra ID, and Multi-Factor Authentication (MFA)
- Experience with ITSM processes, incident management, and SLA-driven support
- Understanding of networking fundamentals, including TCP/IP, DNS, VPN, and Wi-Fi
- Strong customer-focused approach with excellent communication and problem-solving skills
- Fluent English, both written and spoken
- Bachelor's degree in IT or equivalent practical experience is an advantage

Nice to Have
- Experience with Freshservice or another ITSM platform
- Knowledge of Microsoft Intune, Autopilot, or SCCM
- ITIL Foundation certification or practical ITIL knowledge
- Experience supporting Microsoft Teams collaboration or meeting room solutions
- Experience working in regulated or compliance-driven environments

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