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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

Service Desk Specialist, Sales & Logistics

Application Service Desk – Sales & Logistics is located in Stora Enso's IT center in Ostrava (Czech Republic). It is actively operating and providing its services for internal customers (mainly Stora Enso's paper and board mills, customer service centers and sales offices) and in some extend also for external customers of the Stora Enso company. It provides the support for many IT applications within the Sales and Logistics area (except technical side of them) which are used by business users around the world within the Stora Enso company and helps users with the usage/operation of such applications.


We are looking for a new member to join our team and help us support our colleagues all over the world. Application Service Desk – Sales & Logistics is being contacted mainly by the company employees who are using several mainly internal sales and logistics applications which are supported by the service desk. We are providing immediate assistance, problem-solving as well as assuring the issues are escalated to relevant resolution teams where needed. The position will include the use of centralised ITSM (IT service management) tool and all of the supported sales and logistics applications (it varies depanding on responsibility area), as well as tools for communication with the customers and other resolver teams and for internal communication within the team.


Key responsibilities


  • Categorizing, prioritising and monitoring applications' incidents and requests (within the area of responsibility) to ensure they are resolved within the agreed timescales
  • Completing the diagnosis of support cases (within the area of responsibility) and either resolving to the customers satisfaction or escalating as necessary to relevant resolution teams
  • Follow-up on handled tickets
  • Phone or electronical communication with end/super users or resolver teams to ensure correct resolution
  • Understanding and following the processes and procedures used in ASD Sales & Logistics and Stora Enso IT in general
  • Understanding ITIL best practices and operate according to respective ITIL processes (mainly Incident management, Request fulfilment, Knowledge management) and defined support model
  • Fullfilling relevant SLAs (Service level agreements) and KPIs (Key performance indicators)


What do you need to be successful in this position?


  • Willingness to learn
  • Cooperate with others, a committed team player
  • A clear and concise communicator, both written and oral
  • Fluent English and Czech
  • Relentless in dedication to excellent customer service, customer focus
  • Strong analytical, logical and methodical problem-solving skills
  • Committed to a high level of attention to detail
  • Able to listen and follow instructions


A big advantage for you would be:


  • Previous support experience within an IT support environment or similar position/role supporting customers
  • ITIL Foundation (v3) or similar
  • Diploma, certificate at university in related field of study


What will you get in return


  • Benefits such as 5 weeks of holiday, meal tickets, posibility to work from home, pension insurance, cafeteria, parking place
  • Tea and coffee whenever you feel you need it
  • Great and supportive team that will help you whenever you need
  • Opportunity to work on your personal development 
  • Chance to travel abroad once it will be possible again


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. 

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