Service Desk Operator

Pracovní nabídka The humanitarian and medical organisation, Doctors without borders (Médecins Sans Frontières, MSF), opened a Shared IT Service (SITS) centre in Prague in 2019. This centre provides IT support to all interested parties around the world – people sent to missions, operating centres, sections and branch offices. SITS is always on a lookout for IT specialists to join the humanitarian cause of MSF. Service Desk Operator is hands-on to maintain our Microsoft 365 application portfolio, tenants and related technologies. Microsoft 365 is utilized across the entire MSF Movement. The Service Desk Operator guides SITS customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks. Description Maintain frequent and consistent interaction with our internal usersManage tier 1 & tier 2 issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolutionAct as the first point of contact for MSF local IT contactsAnswer, evaluate, and prioritize incoming Service Desk tickets based on IT Service Level Agreements (SLA).Interview users to collect information and lead users through diagnostic procedures to determine source of the problemFollow IT procedures for managing M365 user and licensing administrationProvide basic application guidance when necessaryEnsure high users satisfaction levels are maintainedManage M365 services and Azure infrastructure (servers, services and connectivity)Develop and maintain internal knowledge baseCollaborate with other MSF staff, including networking, security, and other IT teams, to facilitate effective issue resolution Requirements Ability to work on a 3-shift scheduleOne or more years of experience with IT customer support (or related position)Strong knowledge of M365 environment and administration - is a mustStrong customer service and troubleshooting skillsExperience with using an ITSM/ticketing toolExcellent communication skills in English - both spoken and writtenHigh sense of responsibility for assigned tasks What we can offer you Interesting professional and personal challengeRewarding and meaningful work in a young, dynamic, and rapidly growing truly international organization25 days of holiday per year; 6 sick days per yearWorking from homePossibility to receive the 13th salary (after probation period)Meal vouchersCafeteria / Pension schemeMultiSport cardLanguage coursesTransportation allowance: 10 CZK/calendar dayRelocation package for former MSF field employees who change their regular domicile location in order to work in MSF SITS Prague officePossibility to go for a "sabbatical leave“ / mission, once per 3 yearsFree refreshment at the workplaceDog/baby friendly office, etc.Team buildings / family days Who we are Médecins Sans Frontières (MSF) / Doctors Without Borders is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters, and healthcare exclusion. MSF offers assistance to people in need and irrespective of race, religion, gender, or political affiliation. MSF’s actions are guided by medical ethics and the principles of impartiality, independence, and neutrality. Over 90% of the organization’s funding comes from individual private donors giving small amounts. The organisation was founded in 1971 in France by a group of doctors and journalists in the wake of war and famine in Biafra, Nigeria. Their aim was to establish an independent organization that focuses on delivering emergency medicine aid quickly, effectively and impartially. Three hundred volunteers made up the organization when it was founded: doctors, nurses and other staff, including the 13 founding doctors and journalists. Today, MSF is a worldwide movement of more than 65,000 people working in 21 sections, 12 branch offices, 5 Operational Centres and three supply centres worldwide. There are as many IT departments as sections, and together they support more than 32,000 system users spread over MSF offices and missions across the globe. To gain in efficiency and improve end-user experience, MSF has built its own Shared IT Services (SITS) Centre in Prague.