Role description

• Type of contract: Full-time

• Place of work: Brno, Czech Republic

We’re excited to grow our Service Desk team with a new permanent role – and we’re also looking for a maternity leave cover for the same position. So yes, you might see two ads for what looks like the same job – and that’s because it is! If you're open to both options, just let us know in your application.

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.

Join EmbedIT family and enjoy

• Motivating yearly bonus 
• 5 weeks of paid vacation 
• 5 days of Personal time off 
• Meal allowances 
• Contribution to the pension scheme or DIP - Long-Term Investment Product
• Access to premium healthcare or a monthly allowance for health activities and relaxation
• Complimentary tea and subsidized coffee 
• Relax room & games room 
• Possible internal growth 
• Loyalty and referral bonuses  

Excited to take the next step in your IT journey? We’d love to hear from you.

Kindly note that due to the summer holidays, our response time may be slightly longer than usual. We appreciate your understanding!