Meet the team
Our Service Desk team provides 24/7 support and is one of the essential functions within embedit. Together as one, they support internal employees and business partners across the globe, always keeping the business impact in mind and helping to minimize disruption to productivity and operations. As the first point of contact for all IT-related inquiries and issues, the Service Desk plays a key role in accelerating real progress through direct support or by escalating cases to specialized teams. Working in a fast-paced, flexible and agile environment between embedit and its customers worldwide, the team operates on a 24/7 basis. This means working 12-hour shifts, including days, nights and weekends – rotation and teamwork are key.
Your future role
24/7 Support Environment: Work in a rotating shift pattern to provide around-the-clock IT support, ensuring more foresight and less hindsight in keeping our operations running smoothly.
Single Point of Contact (SPOC): Act as the first line of support for customers, handling their inquiries and ensuring seamless communication and service.
Issue Logging & First-Line Resolution: Receive, log and where possible, resolve technical issues using your IT knowledge and problem-solving mindset.
Escalation & Coordination: Collaborate with internal IT teams and escalate more complex issues to ensure fast and effective resolution.
Clear Communication & Status Updates: Keep customers and management informed with regular updates and maintain transparent, trust-based communication throughout the support process.
What you'll bring
Customer Service Mindset: Previous experience in customer service is a big plus – it helps you connect with customers and provide a smooth support experience.
Interest in IT: Experience or training in IT is an advantage, but not a must – we’ll support your learning and development along the way.
Language Skills: You’re fluent in English and Czech or Slovak, and can communicate clearly and professionally with users and teammates.
Analytical Thinking: You listen actively, ask smart questions, and connect the dots – helping you quickly diagnose issues and find solutions.
