IT Service Administrator based in Czech Republic (Remote, English)

Stack

Responsibilities

• ▹Manage daily RITM and incident tickets in ServiceNow
• ▹Operate the dispatching queues: IMAC, Deployment, Incidents
• ▹Process catalogue tasks (CTSK), assign work and follow workflow steps
• ▹Schedule appointments for new hires, hardware refreshes and hardware returns
• ▹Coordinate technician availability via booking and site-specific calendars
• ▹Follow different procedures depending on user location
• ▹Use predefined shortcuts, templates and Excel workflows to manage reminders and communications
• ▹Communicate with users via email, Teams and calls to resolve issues or guide them through processes
• ▹Manage hardware returns, refresh cycles and device handovers
• ▹Check user and device information using ServiceNow, ISS, CMT and Tachyon
• ▹Support device troubleshooting and initial incident investigation
• ▹Assist external workforce hardware validation and requests
• ▹Prepare hardware and access for new hires
• ▹Validate employee or external worker information with HR and hiring agencies
• ▹Ensure complete offboarding and return of company assets
• ▹Request approvals from managers or specialist teams where necessary

Requirements

• ▹English, professional working proficiency
• ▹Experience in IT service delivery, dispatch coordination or ServiceNow operations
• ▹Strong customer service and communication abilities
• ▹High organisational skills and ability to manage multiple tasks
• ▹Experience with ServiceNow, device management tools (CMT/Tachyon) or similar platforms
• ▹Ability to follow structured workflows and multi-step processes
• ▹Problem-solving mindset and attention to detail
• ▹Strong sense of responsibility and ownership
• ▹Ability to adapt to new processes and workload changes
• ▹Calm and professional under pressure
• ▹Candidates must provide a Criminal Record (not older than 3 months)

Nice to have

• ▹German, or any other language

Soft skills

About the company

D-ploy is an IT and engineering solutions company with operations throughout the EMEA region, including Switzerland, Germany, Czech Republic, Austria and the UK, as well as the USA. It delivers services and solutions to industry-leading clients.