Help Desk and Service Desk Operator (Prague, CZ)

Serco
Prague
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Customer service","Teamwork","Work under pressure"]

Provide first-line help desk support and coordinate with second-line teams to resolve service incidents, anomalies, and issues. Manage the end-to-end service incident lifecycle, support service requests, and help keep satellite data collection metadata and operational procedures up to date. Communicate maintenance/deployment updates via web articles, analyze customer needs, and support reporting and continuous evolution of managed services.

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FursaFursa
Serco
Serco
1 day ago

Help Desk and Service Desk Operator (Prague, CZ)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide first-line help desk support and coordinate with second-line teams to resolve service incidents, anomalies, and issues. Manage the end-to-end service incident lifecycle, support service requests, and help keep satellite data collection metadata and operational procedures up to date. Communicate maintenance/deployment updates via web articles, analyze customer needs, and support reporting and continuous evolution of managed services.
Location: Prague
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide first-line support to users and continuously coordinate with second-line support.
  • •Manage the end-to-end cycle for service incidents, anomalies, and issue troubleshooting.
  • •Interact with technical, applications, and operational staff to ensure systems integrity and security; fulfill service requests including satellite data collection metadata updates.
  • •Publish web articles for systems and application maintenance and service deployments.
  • •Acquire and analyze customer needs and problems, generate and maintain operational procedures and work instructions, and support monthly reporting.

Pay and Benefits

Perks:Health InsuranceLife InsuranceGym Membership

Key Requirements

  • •Good knowledge of DMS tools (Service Now, KT, Alfresco, SEED DMS).
  • •Good knowledge of ITIL processes.
  • •Good knowledge of MS Office.
  • •Good knowledge of web and social media communication.
  • •Excellent English (written and spoken) with strong oral and written communication skills.
Skills:CommunicationCustomer serviceTeamworkWork under pressure
Languages:English
Tech Stack:Service NowKTAlfrescoSEED DMSITILMS OfficeWeb communicationSocial media communicationWeb articlesService incidentsAnomaly troubleshootingOperational procedures

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn