Service Desk Operator - L1

• Maintaining a frequent and consistent interaction with our internal users
• You will manage tier 1 & tier 2 issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolution
• Answer, evaluate, and prioritize incoming Help 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 problem
• Follow IT procedures for managing M365 user and licensing administration
• Provide basic application guidance when necessary
• Ensure high users satisfaction levels are maintained
• Manage M365 services and Azure infrastructure (servers, services and connectivity)
• Develop and maintain internal M365 knowledge base
• Assist with the creation of policies around the proper use of M365 services and support
• Collaborate with other MSF staff, including networking, security, and other IT teams, to facilitate effective issue resolution

• Experience with customer support – related position (preferably technical) – 1+ yr
• Good troubleshooting skills
• Knowledge of M365 environment – Exchange, SharePoint, Teams (appreciated)
• Knowledge of MS Office suite
• Experience with using ITSM tools (ticketing tools)
• Very good communication skills in English – both spoken and written
• Ability to work in a team, as well as individually
• High sense of responsibility for assigned tasks

• Interesting professional and personal challenge
• Rewarding and meaningful work in a young, dynamic, and rapidly growing truly international organization
• Full flexibility and ownership/accountability
• 25 days of holiday per year; 6 sick days per year
• Possibility to receive the 13th salary (after probation period)
• Meal vouchers
• Cafeteria / Pension scheme
• MultiSport card
• Language courses
• Nominal financial contribution for employees with children
• Relocation package for former MSF field employees who change their regular domicile location in order to work in MSF SITS Prague office
• Possibility to go for a "sabbatical leave“ / mission, once per 3 years
• Free refreshment at the workplace
• Dog/baby friendly office, etc.
• Team buildings / family days

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.