Service desk analyst with English + Additional Supported Language

Prague, Hlavní město Praha, Czechia Corporate Center req81565 23/07/2019
Providing IT Support for our colleagues from within Deutsche Post DHL and ensuring that their day-to-day and long-term IT matters are resolved while following agreed standards and procedures. As our employee you will become part of the global corporate group DPDHL with offices in over 220 countries and global employee community of almost half million people. Our office in Prague operates an internal datacenter with about 1700 employees of over 70 nationalities. 

You will work as a member of an international team for 40 hours per week, Monday to Friday, covering core hours between 7 am and 7 pm in various 8 hours’ shifts plus lunch break.
About 50% of your time will be spent on the phone talking to the supported employees of DPDHL, receiving their requests for IT assistance in a pleasant and professional manner.
All requests for IT assistance are managed using a Service Management ticketing system and you will update this system with relevant information about the reported fault details and contact information.
You will assign/allocate requests that you can’t resolve yourself according to internal procedures, update the ticketing system and advise customers of the actions taken.
To help you resolve internal customers’ requests you can search existing company knowledge database, documentation and previous requests for assistance on related topics and update the ticketing system with any findings.
Sometimes you will be also required to provide the internal customer with information and advice on how they can resolve their problems themselves. Again you will update the ticketing system of any such action taken.
You will contribute to keeping track of organization’s IT assets by maintaining and reporting up-to-date and accurate inventory information.
As we are a process and standard oriented organization – as the IT industry requires - you will be expected to follow agreed standards and procedures in all aspects of work.

Advanced knowledge of English + additional language both spoken and written (French, German, Spanish, Portuguese, Swedish, Danish, Finnish, Norwegian, Dutch, Polish or Italian).
IT skills at least on a basic user level are required (you will be further trained); higher level of IT skills may give you an advantage both for the job within the Service Desk and for possible advancement within the company.
Experience with any kind of customer service, preferably from an international business environment.
Ability to work in a multinational team or simply get along with people from various culture backgrounds, tolerance and sensitivity to cultural differences are important to us.
You should like helping to solve problems for people and have good analytical and problem-solving skills.

Fixed monthly salary plus after probation period monthly performance bonus based on measured targets
Extensive benefits package including five weeks holiday, social activities, lunch vouchers and more
Initial induction and technical training
On-going professional training and development such as opportunity to obtain generally accepted IT industry certifications – ITIL, HDI, CompTIA, which provide a solid foundation for further IT career growth 

Facts and Figures

  • Working Hours


  • Business Unit

    DHL IT Services Europe

  • Travel Required

    No Business Travel

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only