Senior Service Desk Agent, GSD

Senior 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 19,000 people.

Global Service Desk provides 24/7 1st line IT support for employees of our company. We act as the primary gateway between our colleagues and the Global Business Services (GBS) support organization — delivering prompt assistance while ensuring any issues are escalated to the appropriate technical teams when necessary. Our core focus is on corporate infrastructure services, including the Microsoft Office suite, Windows 10/11, network connectivity, and corporate IT security.

Career for a better climate. Every day.   

We are currently seeking a Senior Service Desk Agent to join our team and provide dedicated support to colleagues worldwide across diverse work environments — from mills to our headquarters offices.

As the Global Service Desk operates 24/7, you will work on three shifts once you complete the initial onboarding training.

You will be located in Ostrava, Czechia and report to the manager of Global Service Desk team.

Your daily routine consists of following tasks: 

• Providing 1st -1,5 level 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 

• Following up on handled tickets, maintaining communication with end-users and resolver teams to ensure proper resolution

• Serving as a focal 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  

• Developing training materials and knowledge base and focusing on further learning on the topic

• Working on major incident management
    

What do you need to succeed in this position:  

• Interest in IT support, with a working knowledge 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, and Czech or Slovakian

• Strong interpersonal and communication skills with a customer-focused mindset

• Excellent analytical and problem-solving abilities

• Ability to train and develop colleagues and end-users

• Previous experience in a Service Desk position

  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 in Organica Building

• working in hybrid model set up – office/home office

• lunch cards

• commuting allowance

• cafeteria

• pension insurance up to 5% from monthly gross salary

• yearly 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 22 June 2025.

Depending on the role, we might invite you to a video interview and/or aptitude tests. Also, our recruitment process could include pre-employment actions such as background, reference, and health checks as well as a drug test. 

If you have any questions, please do not hesitate to contact TA partner Lucie Staňková, lucie.stankova@storaenso.com.