Bodycote is the world’s largest and most respected provider of thermal processing services, which form a vital link in the manufacturing supply chain.

Bodycote’s Shared Service Centre (SSC) in Prague is one of our two Global SSCs. In Prague we support our business from around the Bodycote Group in Europe. This support covers a number of functional areas, specifically Finance, IT, Marketing, Payroll and Human Resources. In supporting our business, the Prague SSC aims to perform its functional work in a consistent manner across regions and divisions using simplified, standard end-to-end processes wherever possible.

The vision of the Prague SSC is to deliver excellent service through our core values: Honesty & Transparency; Respect & Responsibility and Creating Value.

1923 Year Founded
1972 Year listed on the London Stock Exchange (BOY)
180 The number of Bodycote plants around the world
23 The number of countries Bodycote operates in
5,370 The number of staff employed by Bodycote globally
2012 SSC opened in Prague to service European Finance

IT Service Desk Analyst with German

Bodycote has over 5,700 people globally, in 26 countries spread over 190 locations. We recognize that the success of our business depends upon the skills, commitment and loyalty of our people. We strive to offer a working environment where these attributes are rewarded and valued.

Reporting to the Enterprise ServiceDesk Manager, the ServiceDesk Analyst provides a central point of contact for all incidents and requests. Offering first line IT support to 3500 IT users across 190 sites globally, the ServiceDesk Analyst will be a key member of the Group IT team, helping to deliver a consistently excellent quality of service to the business.

Principle Duties & Responsibilities

  • Acting as the central point of contact for all user incidents and requests coming into the ServiceDesk.
  • Working shifts between 8am and 6pm, supporting Bodycote IT users.
  • Delivering outstanding customer service by understanding users IT and business needs.
  • Accepting inbound telephone calls and e-mails, ensuring they are logged accurately in Bodycote’s Service Management Application.
  • Resolving incidents & requests in line with the defined service desk processes and to agreed Business service levels.
  • Managing incidents and requests, providing updates to customers and carrying out 1st line fixes where possible.
  • Communicating information and where possible first line fixes to customers in a clear and concise manner.
  • Liaising with members of other support teams, in order to ensure incidents and requests assigned to the correct resolver group.
  • Performing as part of a team in order to meet KPIs, SLAs and goals.

Essential Skills

  • Minimum of 1 years of experience working in a technical support environment.
  • Experience of Service Desk and Incident and Request Management processes based on best practice approach to IT Service Management.
  • Experience of working with and communicating effectively with peers and colleagues at all levels.
  • ServiceDesk skills, diagnostic and troubleshooting abilities, and practical problem solving skills.
  • Excellent Customer Service, attention to detail, and analytical skills.
  • Language skills - English and German

Desirable Skills

  • Minimum of 1 years of experience working in a technical support environment.

Personal Qualities

  • A high energy professional capable of making a difference within Group IT and able to work towards a common vision or goal.
  • Good written and verbal communication skills.
  • Excellent active listening and analytical skills.
  • Ability to work under pressure whilst still paying attention to detail
  • Exceptional level of customer service skills and an ability to deal effectively with customers, clients, peers and management, in a professional manner.
  • Must have a flexible approach and excellent interpersonal skills – the ability to work as and motivate a team is essential.
  • Self-motivated with ability to work without direct management control.
  • Patient and supportive individual with an enthusiastic and positive attitude.
  • High levels of personal responsibility and problem ownership.

In return we offer

  • Stable environment in a fun office
  • Young international team consisting of 16 nationalities
  • Great location in Prague 8 (5 minutes from Krizikova metro station)
  • Attractive salary and excellent benefits

If you can demonstrate you have the above requirements then why not apply for this great opportunity and develop your career at Bodycote. All internal applicants should inform their current line manager of their application.

Please Note - If you have not heard from us within two weeks your application has been unsuccessful on this occasion, we will keep your CV on file and should anything come up that matches your experience we will contact you. Good luck in your job search.

Informace o pozici

Bodycote SSC s.r.o.
Rohanské nábřeží 671/15, Praha – Karlín
Required education: Secondary education or professional training with a school-leaving exam
Required languages: English (Advanced), German (Advanced)
Benefits: Contributions to the pension / life insurance, Flexible start/end of working hours, Transport allowance, Meal tickets / catering allowance, Holidays 5 weeks, Educational courses, training, Cafeteria, Refreshments on workplace, Contribution to sport / culture / leisure, Sick days, Corporate events, 13th monthly salary, Opportunity to work up hours
Listed in: IS/IT: System and HW administration, Customer service, Application SW administrator, Help Desk Technician, IS Support
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

Also suitable for graduates.

Bodycote SSC s.r.o., Radka Čulejová