Our client, a well-established, gradually growing international company is looking for a new members of a IT department.

As an Service Desk Analyst you will:

• Acting as the central point of contact for all user incidents and requests coming into the ServiceDesk.
• Working shifts between 7am and 7pm, supporting our IT users..
• Delivering outstanding customer service by understanding users IT and business needs.
• Accepting inbound telephone calls and e-mails
• Resolving incidents & requests in line with the defined service desk processes and to agreed Business service levels.
• Managing incidents and requests, providing updates to customers and carrying out 1st line fixes where possible.
• Communicating information and where possible first line fixes to customers in a clear and concise manner.
• Liaising with members of other support teams, in order to ensure incidents and requests assigned to the correct resolver group.
• Performing as part of a team in order to meet KPIs, SLAs and goals.

REQUIREMENTS:

• Minimum of 1 years of experience working in a technical support environment.
• Experience of Service Desk and Incident and Request Management processes based on best practice approach to IT Service Management.
• Experience of working with and communicating effectively with peers and colleagues at all levels.
• ServiceDesk skills, diagnostic and troubleshooting abilities, and practical problem solving skills.
• Excellent Customer Service, attention to detail, and analytical skills.
• Language skills – fluent English and German

• A high energy professional capable of making a difference within Group IT and able to work towards a common vision or goal.
• Good written and verbal communication skills.
• Excellent active listening and analytical skills.
• Ability to work under pressure whilst still paying attention to detail
• Exceptional level of customer service skills and an ability to deal effectively with customers, clients, peers and management, in a professional manner.
• Must have a flexible approach and excellent interpersonal skills – the ability to work as and motivate a team is essential.
• Self-motivated with ability to work without direct management control.
• Patient and supportive individual with an enthusiastic and positive attitude.
• High levels of personal responsibility and problem ownership.

BENEFITS:
flexipasses (700 CZK)
meal vouchers (80 CZK)
performance bonuses (annual) – jako 13. plat(40% personal performance, 60% SSCperformance)
defined pension plan