Service Desk Agent, GSD

Service Desk Agent, GSD

Stora Enso is a leading provider of renewable products in packaging, biomaterials and wooden construction, and one of the largest private forest owners in the world. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow. We employ approximately 20,000 people.

Global Service Desk provides 24/7 1st line IT support for employees of our company. We act as a gateway between our colleagues and the Global Business Service support organisation (GBS)– providing immediate assistance as well as assuring the issues get to the correct technical team where needed. Our focus is on corporate infrastructure services such as MS Office suite, Windows 10/11, network connectivity and corporate IT security. 

Career for a better climate. Every day.   

We are now looking for a new Service Desk Agent to join our team for daily shifts and help us support our colleagues all over the world in various types of working environments - in mills as well as Headquarter offices.

You will be located in Ostrava, in Organica building. You will report to the manager of GSD team.

Your daily routine consists of following tasks: 

• 1st -1,5 level of IT support within GSD supported services and troubleshooting of infrastructure and workstation related issues 

• Responding to incoming emails, 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 

• Follow-up on tickets handled, communication with end-users or resolver teams to ensure correct resolution. 

• Serving as a local point to 1st line troubleshooting for tickets related to Wood Products System (internal tailor-made system where all necessary training will be provided) 

• Understanding and following the processes used in GSD and Stora Enso IT in general 

• Knowledge sharing with other GSD members and instances and with other IT teams, working on building and improving Knowledge database and internal processes 

• Fulfilling relevant SLAs and KPIs  

What do you need to succeed on this position:  

• Interest in IT support, working understanding of Windows 10/11 OS and MS Office Suite 

• Experience with managing ticketing queues  

• Willingness to learn and cooperate with others  

• Advanced knowledge of English

• Good interpersonal and communication skills, customer focus 

• Strong analytical and problem-solving abilities

  What we offer  

By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

Role specific opportunities/things that we offer: 

• modern office in Ostrava - we apply hybrid model

• 5 weeks of vacation per year

• lunch cards 160 CZK

• commuting allowance

• cafeteria

• pension insurance

• annual bonus

We offer this position for 1 year, with the possibility to prolong the contract.

How can you apply for this role?

You can only submit your application to us by using our recruitment tool. As we are assessing our candidates on an ongoing basis, we hope to hear from you as soon as possible but at the latest by 15 December, 2024.

Depending on the role, we might invite you to a video interview and/or aptitude tests. Also, ou