DEX (Digital Employee Experience) Specialist with Italian

  • Full time
  • Prague
  • Posted 1 week ago

DEX (Digital Employee Experience) Specialist with Italian

At AB InBev, Challenge Accepted isn’t just a phrase; it’s an attitude!  

That’s because we’re the world’s largest brewer, with iconic brands like Stella Artois, Corona and Samson.  

We’re a team of curious individuals who see every challenge as a new opportunity to do something incredible. We’re resourceful people who thrive and take ownership of our success. Because we’re owners, we take results personally.  

In DEX we take your development personally, and have made 13 promotions within the team in the past 12 months. We have a focused onboarding programme, and are happy to accept applicants with no IT experience, with a desire to start a career in IT. We also welcome more experienced IT experts, and there are plenty of opportunities to grow your tech career quickly within ABInBev. The successful applicant will have the chance to build IT knowledge across multiple technical areas, mostly workplace, within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration and printing.

We dream big, seek new challenges and push the boundaries of what’s possible!

The Role

The purpose:  

The Digital Employee Experience (DEX) Team is responsible for delivering IT support to the 8,000 employees across 9 countries in 5 languages. We aim to raise the bar of employee’s experience with the tools and technology they use for everyday work, balancing pro-active automated processes with human-led interaction.

The DEX Specialist is an active first point of contact within IT Service Desk, for employees seeking technical assistance. The DEX Specialist performs remote troubleshooting through diagnostic techniques, knowledge management sources, relevant questions and deep dive analysis.

You would build case competency across multiple technical areas, mostly workplace, within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration and printing.

What will you be doing:  

  • Cultivate a high degree of customer service for all support queries, following IT Service Desk and approaching tasks with an agile mindset.
  • First point of contact for all employees in need of technical assistance, taking ownership of problems and translating technical information correctly back to them.
  • Recording of information, events, problems, etc. in the respective resolution logs. Identify and apply the best solution based on issue and details.
  • Perform remote troubleshooting or walk the employee through the problem solving process, before case re-direction to other teams.
  • Direct cases that cannot be resolved directly to correct next level of support, ensuring accurate information on details for other IT teams is maintained.
  • Identify, suggest and implement service/process improvements, with a particular focus on improving customer satisfaction and/or automation of repetitive tasks.
  • Perform other duties as requested by the direct Line Manager. 

We also offer great Benefit & Perks package!

  • Benefits for you and your family to help your physical and mental health 
  • Competitive parental leave and pension contributions (2,5%)
  • 25 days holidays per year
  • Employee benefits to help your physical and mental health and overall wellbeing (Accident, Health and Luggage insurance, discounted services like HP Market, Multisport Card, GS Pharmaceuticals, etc.)
  • A beer allowance to enjoy our brands
  • Meal vouchers
  • Employee networks to support diversity and inclusion
  • Local Bonus
  • 26 weeks paid leave for primary caregivers
  • ‘Return to Work’ programme

What you can expect from us:  

In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded. We encourage you to think big and go after your goals. You’ll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.

As the leading global brewer, we are committed to bringing people together for a better – and more equal – world. A more equal world starts when everyone can thrive. At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

If this sounds like the incredible opportunity you’ve been waiting for, apply today.

Ideal Profile

What you’ll bring:  

  • Fluent English and Italian
  • University degree or equivalent work experience (experience as a help desk technician or other customer support role is preferred but not mandatory)
  • High level of service mindset, self-motivated achiever who gains satisfaction from providing excellent customer support.
  • Very good ability to understand computer systems, mobile devices and other technology products. Diagnose and resolve advanced technical issues. ITIL standards knowledge is a plus.
  • Advanced organization and collaboration skills, effective communication, resilience and high stress-level tolerance.
  • Ability to absorb and retain information quickly, effectively prioritize and execute tasks in a high-pressure environment.
  • Proven analytical and problem-solving abilities.

What’s on Offer?

  • Work within a company with a solid track record of success
  • Attractive salary & benefits
  • Join a well known brand within Alcohol & Tobacco

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