Service Desk Agent L1

The Service Desk role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

What will be your key responsibilities:


  • Alert management to emerging trends in incidents. (reactive and proactive problem solving)
  • Deploy pre-packaged software using distribution tools and processes as requested by end-users. (remote software installations)
  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable technicians, when required. (Catch & dispatch)
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. (Troubleshooting)
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through the internal and external knowledge base as needed (Process-based)
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Install antivirus software and ensure virus definitions are up to date.
  • Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
  • Test fixes to ensure an incident has been adequately resolved. (resolution confirmation - through end-user communication or logs)
  • Develop help sheets and FAQ lists for end users.
  • Contribute to the technician knowledge base as needed
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.

What experience should you have:

  • 2-3 years minimum tenure in T1 IT Service Desk Support role with a proven track record (recommendations, certifications, confirmed LinkedIn skills, etc)
  • understanding of ITIL framework (with proven experience working in ITIL driven company)
  • Knowledge & Experience
  • Knowledge of basic computer hardware, including Laptops, Desktops, and tablets.
  • Experience with desktop and server operating systems, including Windows 10 and OSX.
  • Extensive application support experience with Windows 10
  • Working knowledge of a range of diagnostic utilities, including Windows 10, OSX, and iOS.
  • Familiarity with the fundamental principles of ITIL and ServiceNow
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Fluent in English.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

What do you get in return:

  • 100% Remote work (with an office space available in Brno, CZ)
  •  Working with an international team (mainly with our US colleagues)
  • 25 vacation days/year
  • Multisport card
  • Company house cleaning rates
  • Access to private dentist
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