O365 Helpdesk Support Specialist (L1)

Místo pracoviště: okres Hlavní město Praha
Délka pracovního poměru: Na dobu neurčitou
Typ pracovního vztahu: Práce na plný úvazek
Požadované vzdělání: Středoškolské nebo odborné vyučení s maturitou
Typ smluvního vztahu: Pracovní smlouva
Požadované jazyky: Angličtina (pokročilá)
Pozice je vhodná pro absolventy.

Kontaktní osoba:
SYNERGIE, s.r.o.
Nikola Koníčková
420 602 324 278

Odpovědět na nabídku

Your challenge

You have a unique opportunity to be a part of this implementation journey. As an Office365 Helpdesk Support Specialist you will need to be hands-on to maintain MSF’s Office 365 application portfolio, tenants and related technologies. Microsoft Office 365 is utilized across the entire MSF Movement. The helpdesk support specialist will be guiding the customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks. This position will report initially to the Service Delivery Manager.

Position description

You have a unique opportunity to be a part of this implementation journey. As an Office365 Helpdesk Support Specialist you will need to be hands-on to maintain MSF’s Office 365 application portfolio, tenants and related technologies. Microsoft Office 365 is utilized across the entire MSF Movement. The helpdesk support specialist will be guiding the customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks. This position will report initially to the Service Delivery Manager.

You will be responsible for:

  • Maintaining a frequent and consistent interaction with our internal users
  • You will manage tier 1 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 O365 user and licensing administration.
  • Provide basic application guidance when necessary.
  • Ensure high users satisfaction levels are maintained.
  • Manage Office 365 services and Azure infrastructure (servers, services and connectivity).
  • Develop and maintain internal O365 knowledge base.
  • Assist with the creation of policies around the proper use of Office 365 services and support.
  • Collaborate with other MSF staff, including networking, security, and other IT teams, to facilitate effective issue resolution

Your profile

  • Able to show customer empathy and continuously engage customers in a professional manner
  • Strong customer service skills
  • Demonstrated ability to manage and prioritize multiple tasks with time management and organizational skills
  • Basic PowerShell knowledge is a plus
  • Communicative and patient
  • Ability to quickly adapt to changes in priorities and logistical requirements
  • Cloud infrastructure and servers background preferred
  • Good knowledge of Microsoft Active Directory, Office 365 applications and platform
  • Working knowledge of MS Excel and Word
  • English on communicative level is a must.
  • Willingness to pursue Microsoft Certifications
  • No travelling to other MSF locations required

About client

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 organization 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.

Benefits

  • Interesting professional and personal challenge
  • Rewarding and meaningful work in a young, dynamic, and rapidly growing international organization
  • Full flexibility and ownership/accountability
  • Flexible working hours, work-life policy, working from home
  • 25 days of holiday per year; Flexible working conditions; 6 sick days per year
  • Possibility to go for a "sabbatical leave“/mission, once per 3 years
  • Training budget of 1000 EUR per employee/year; Language courses
  • Notebook and Mobile phone for work and private purposes
  • Public transport contribution (after probation period)
  • Nominal financial contribution for employees with children
  • Extended paternity leave for fathers
  • Annual bonus
  • Free refreshment at the workplace - free drinks (water, tea, coffee) and fruits at the workplace
  • Dog/baby friendly office, relax rooms, play zones, etc.
  • Team buildings / family days

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