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Country:  Czech Republic
City:  Ostrava

Ostrava, CZ

Job Family:  IT & Digitalisation
Job Type:  Full-time (Regular full-time employees)
Division:  Group Functions

Senior Service Desk Agent, GSD

Global Service Desk provides 24/7 1st line IT support for employees of our company. We are looking for a new member to join our team and help us support our colleagues all over the world in various types of working environments - in mills as well as Headquarter offices. We are acting as a gateway between our colleagues and the IT support organisation – providing immediate assistance as well as assuring the issues get to the correct technical team where needed. Our main focus is on corporate infrastructure services such as MS Office suite, Windows 10, network connectivity and corporate IT security.

The team works in 24/7 rotation where shifts are set a month ahead. Most of the month consists of morning/afternoon 8h shifts starting between 6:00 and 12:00 and then each member is also scheduled for weekend and night shifts  - according to current situation (currently 2 weedays shifts per month and 5 night shifts per 2 months approximately). 


Your daily responsibilities will be:


  • Responding to incoming calls, logging tickets for those, categorizing, prioritizing and troubleshooting or dispatching the issue to relevant resolution team as per working instructions
  • Monitoring incoming tickets (requests and incidents) and emails, categorizing, prioritizing and troubleshooting or dispatching to relevant resolution team as per working instructions
  • Ticket resolution based on working instructions as well as own level of independent knowledge and investigation where no known solution is available in internal knowledge base
  • Followup on tickets handled, communication with end-users or resolver teams to ensure correct resolution.
  • Serving as Communication focal point during Major incident management process
  • Understanding and following the processes used in GSD and Stora Enso IT in general
  • Understanding and following ITIL best practices 
  • Knowledge sharing with other GSD members and instances and with other IT teams, working on building and improving Knowledge database and internal processes.
  • Fullfilling relevant SLAs and KPIs 


What you need to have to be successful in this role:


  • 1 year Experience in IT support role or relevant higher education
  • Experience with remote troubleshooting and guiding users
  • Willingness to learn and cooperate with others 
  • High proficiency in English and Czech
  • Good interpersonal and communication skills, customer focus
  • Strong analytical and problem-solving abilities


This is a great position to start and gain broader perspective in IT services. Later on you can profile yourself to become a more specialized professional in a certain field and you have the possibility to grow and advance with your career within or outside of Stora Enso.


We believe diversity strengthens our competitiveness and contributes to better decision-making. Diverse working teams help us to explore different perspectives and challenge our way of thinking. We work actively to increase diversity in the workplace and welcome applicants from diverse backgrounds. Stora Enso is an equal opportunity employer and follows non-discriminatory practices.

Based on the location and level of the position the normal recruitment process could in addition entail, video interview, aptitude tests, and pre-employment actions such as; background checks, references, health check-up and drug test as part of the final stages. You will be informed to what is applicable to the role during the recruitment process. 

Apply now »