Basic information:

Company: Utilitywise Prague

Field: Customer Service

Job Type: Full time

Posted on: 21.03.2019


Negotiable salary



ICT Helpdesk Analyst

We are looking for a full time ICT Helpdesk Analyst to join our IT Team. Reporting to the Head of IT Operations you will be based in our Prague office providing frontline support for users across a range of different technologies and hardware. Your normal working hours will be between 8.30am and 5pm but you should be prepared to work longer in peak periods of work in extraordinary cases. Flexibility will be an advantage.

Main Responsibilities

Provide frontline support for users across a range of different technologies and hardware
Taking and resolving tickets from users with technical issues with a view to resolve at first contact.
Supporting end users to ensure their equipment is in good working order
Support for PC applications and electrical equipment.
Providing assistance in technical projects such as rollouts, implementation of new systems and upgrades.
Supporting network infrastructure

Your Profile

Experienced in troubleshooting Microsoft Windows and Office applications issues
Knowledge of Windows Server Administration
Knowledge of VOIP
PC hardware/software understanding
Knowledge of Active Directory
Fluent English
18 months experience in a similar role (1st, 2nd Line/Desktop/Helpdesk support)
Understanding of telephony and VOIP technologies
TIL qualification
Experience in shared service or contact centres
ITIL\Service Management
Basic knowledge of programming
Basic database administration

Personal Qualities

Flexible and willing to learn new technologies
Organisational & team working / building
Good presentation/communication, written and verbal
Able to work overtime/call-out as required for the needs of the business
A small amount of travelling may be required.
Able to identify key resources without assistance
Proof of eligibility to work within the EU and the UK

We Offer You

Full-time employment (12-month contract including a 3-month probationary period)
Fully paid training, paid overtime, no weekend or evening shifts
5 000CZK monthly performance-based bonus (paid monthly)
12 000CZK yearly wellbeing vouchers (accrual commences after probation – 1 000CZK vouchers/month paid at 6 monthly intervals)
20 days of holiday + 3 free days after 12 months (1 extra free day for each year of employment after the 3rd year, up to 30 holidays maximum)
50% or 100% discounted Multisport membership (
Meal vouchers (commence after probation period)
Frequent team building & social events
Business trips as applicable
Ongoing training sessions & personal development endeavours
Free Czech language classes
An international work environment centrally located in Karlin.

Paid Training and Free Development

We provide full training across a variety of skills and the business products of our clients. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within ICON Communication Centres.

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