EMEA IT Service Desk Analyst


Mid level





Type of job


Required education

Secondary education or professional training with school-leaving exam


IT jobs

  • Bonuses
  • Retirement or life insurance contributions
  • Flexible working time
  • Meal vouchers or meal contributions
  • Extra holidays
  • Caffeteria
  • Refreshments
  • Contributions to sport, culture or past time activities
  • Sick days
  • Home office
  • Company events and teambuilding
  • Budget for personal development and growth
Job Purpose

We have established EMEA IT Service Desk Support Team in Prague servicing all of EMEA region operations and are seeking talented individuals with IT knowledge and excellent communication and customer service skills to join us. The position reports to the EMEA IT Service Desk Manager and is part of a team who is responsible for providing technology assistance to various Guerbet business functions located in the EMEA region.

This role is responsible for providing effective day-to-day delivery of support services and functions. The EMEA Support Team is expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.

The role of Service Desk Analyst is to respond to user requests for service, to diagnose, categorise and prioritise incidents effectively, ensuring as many incidents and requests are resolved at first point of contact using the tools and knowledge sources available, as well as keeping users informed of progress, providing outstanding customer service at every stage.

This role may encompass some travel to other sites and out of hours’ support.

Requirements / Skills

  • High school or higher education
  • A minimum of 2 years work experience
  • Communicative English is a must, fluent French or German is a must
  • Be happy to help
  • Ability to adapt to changing conditions
  • Willing to learn and expand knowledge
  • Ability to work independently and also in a team
  • ServiceNow ticketing system
  • Familiar with Service Desk functions
  • Creating technical documentation and standard operational procedures
  • Can independently resolve a variety of call types (password issues, software pushes, mobile devices configuration / troubleshooting (C/T), Windows OS C/T, MS Office C/T, Office application C/T)
  • Familiarity with: DHCP, AD, DNS, IP, FTP, HTTP, HTTPS, Firewall, Antivirus, NAT, Proxy server, Routing
  • Capable of asking appropriate probing questions in order to gather sufficient information, identify the scope, set the appropriate priority level, and determine the direction to take with the ticket
  • Able to effectively communicate with customers on the phone and professionally address their requests
  • Works as liaison between users and corporate / outsourced support personnel, coordinating support activity to drive issues to root cause and correct issues affecting users in region
  • Maintains plans to ensure the continuity of critical business functions and minimize information loss in the event of a disaster for local office and sites in region

What do we offer

Challenge, opportunity to learn and grow but most of all great international team, motivating salary and wide range of benefits and also support for your development!

Guerbet is a global leader in medical imaging…. So imagine your career with us!

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