Service Desk Operator

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 users
• Manage tier 1 & tier 2 issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolution
• Act as the first point of contact for MSF local IT contacts
• Answer, 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 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 knowledge base
• Collaborate with other MSF staff, including networking, security, and other IT teams, to facilitate effective issue resolution

Requirements

• Ability to work on a 3-shift schedule
• One or more years of experience with IT customer support (or related position)
• Strong knowledge of M365 environment and administration - is a must
• Strong customer service and troubleshooting skills
• Experience with using an ITSM/ticketing tool
• Excellent communication skills in English - both spoken and written
• High sense of responsibility for assigned tasks

What we can offer you

• Interesting professional and personal challenge
• Rewarding and meaningful work in a young, dynamic, and rapidly growing truly international organization
• 25 days of holiday per year; 6 sick days per year
• Occasional working from home
• Possibility to receive the 13th salary (after probation period)
• Meal vouchers
• Cafeteria / Pension scheme
• MultiSport card
• Language courses
• Transportation allowance: 10 CZK/calendar day
• 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

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.