Czech Republic Job Openings

Embedit

Service Desk Operator

FULL TIME

October 16, 2024

Role description

Type of contract: Full-time
Place of work: Czech Republic

Our Service Desk team provides 24/7 support and is one of the essential functions within Embed IT. Together as one, they all help internal employees and business partners around the globe, overlook the business impact first, and mitigate the issues on productivity and business operations. Acting as the first point of contact for all IT-related inquiries and issues, is responsible for accelerating real progress in problem resolution through direct support or escalation to specialized teams.
The Service Desk is in the middle of very flexible and agile environment between Embed IT and its customers all around the globe, so it is very important to understand, that the operations must be covered on 24/7 bases, the team works in 12hours shifts, including days, nights and weekends.

Your future role:

24/7 Support Environment: Work in a 24-hour shift pattern on a rotational basis, ensuring more foresight and less hindsight in continuous support to meet the company's operational requirements.
Acting as a Single Point of Contact (SPOC): You’ll be the main person who gets contact from clients for any requests or problems, making communication easier and ensuring smooth support.
Logging and First-Line Support: Your job will involve receiving and documenting client requests. When possible, you’ll solve these issues right away, using your IT knowledge and problem-solving skills.
Escalation and Coordination: If you can’t fix a problem immediately, you’ll involve other IT teams or specialists to resolve the issues quickly.
Communication and Updates: You keep an eye on regular updates and ensuring clear communication and trust.

Your experience & skills:

Customer Service Experience: Having experience or knowledge in customer service will help you handle user interactions well.
IT Help Desk Support: Experience or training in IT field is a plus, but not necessary. There's room for learning in this role.
Language and Communication: You need to be fluent in English and Czech/Slovak and have strong communication skills, as the job involves extensive interaction with users and team members.
Analytical Skills: The ability to listen actively, ask the right questions, and connect dots between different systems is crucial for diagnosing and solving problems efficiently.

Join Embed IT family and enjoy:

Motivating yearly bonus
5 weeks of paid vacation
5 days of Personal time off
Meal allowances
Contribution to the pension scheme
Complimentary tea, subsidized coffee, and free fruit on Mondays and Wednesdays
Relax room & games room
Attendance at local & foreign conferences
Soft skills and managerial training
Possible internal growth
Loyalty and referral bonuses

About Embed IT and how you fit in

Our company is a dynamic fusion of innovation, skill, and vision, dedicated to transforming industries through technology. In this landscape, your unique talents and perspective are the keys to our collective success, contributing to groundbreaking solutions and strategies. Here, you're not just a part of the team; you're a vital contributor to a journey of continuous improvement and exceptional results. Join us, and let's shape the future together, where your growth is an integral part of our shared story.

What do we expect?

Strong technical proficiency and problem-solving skills
Commitment to quality and attention to detail
Proactive attitude and the ability to take initiative
Excellent communication and teamwork capabilities
Adaptability to rapidly changing environments
A customer-focused approach to solutions
Continuous learning and self-improvement mindset
Ability to manage time effectively and meet deadlines

Who are we looking for?

Innovative problem-solvers with a passion for technology
Team players dedicated to collaborative success
Individuals with a continuous learning and growth mindset
Detail-oriented professionals with a focus on excellence
Adaptable personalities ready to thrive in a dynamic environment

Our benefits

Our benefits are designed to help you go further in multiple aspects of your life, recognising and rewarding you for the value you bring to Embed IT and our clients.

Time off

Everyone is entitled to 5 weeks of paid holiday per year. Plus up to 5 days of personal time off for personal illness or illness of immediate family member.

Meal contribution

While you’re at work, we make your meals more affordable. Of the meals you buy at any of our office locations, Embed IT pays 55% of what you spend.

Flexible work

Our core working hours are from 9:00 to 15:00 daily, but how early you start or how late you work, is up to you. There is also the option to work remotely by arrangement.

Pension insurance

Everyone is entitled to a pension insurance allowance of CZK 2,000 per month.

Premium healthcare

All our people have access to private clinic health services.

Recharge by PPF

We reward your loyalty with Recharge: one extra month of leave for every five years worked.

Discount programmes

We have negotiated savings on your behalf at O2, Air Bank, Makro, Home Credit and other vendors.

Personal growth

Everyone is entitled to a budget and time allowance for hard and soft skills training, attending conferences and earning certifications.

Other cool things you can expect

Annual Christmas parties, team building events, IT breakfasts, HR breakfasts, wellness programme, family days and free fruit in the office several days of the week.

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