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Support Analyst

English (Proficient)
Accolade Technologies s.r.o.
Full-time • Prague
Seniority: Junior

Role overview

The Support Analyst’s mission is to delight end users, whether internal or external, through technology services and support by demonstrating compassion and understanding while driving towards resolution.

You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and determine a resolution. You will enforce a positive experience for those who have identified challenges by communicating clearly and often while demonstrating competence, empathy and a desire to serve. You will continue to learn as we transform our technology platforms using cloud-based platforms and tools.

Important - working hours from 11am till 7pm

A day in the life…

  • Respond to requests for assistance through email, telephone, instant message, and in person for any telephony, application, and network related issues

  • Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within the Accolade portfolio of applications

  • Provide triage and escalation to urgent incidents

  • Collaborate with development teams to identify root causes and develop resolutions to recurring problems.

  • Develop improvements to our Service Management tools, including Jira Service Desk, Status page and Slack.

  • Assist Desktop Engineering on projects such as our Windows 10 rollout and Laptop refresh.

  • Demonstrated the ability to diagnose and resolve issues on Accolade’s computing platforms.

  • Established constructive working relationships both within the C3 team as well as with infrastructure and development teams.

  • Developed an understanding of how our business uses the technology we support to provide functional assistance to users.

  • Primary point of contact for client level incidents and service requests.

To be successful in this role, it is expected that you have:

  • Bachelors Degree or technical certification in Computer Science/related field or 0-2 years related experience.

  • Excellent communication and customer service skills

  • Experience using and troubleshooting desktop operating systems and applications

While working in Accolade you will enjoy the following benefits:

  • 5 weeks of vacation + personal days

  • 1 paid day off for your volunteerism per year

  • Cell phone and a plan for unlimited personal use as well

  • Sodexo Gastro Pass Card with no contribution

  • Flexi Pass Card per month or Multisport Card

  • Parental benefits

  • Virtual hospital service

  • Ginger Emotional Support app (

  • Carrott - support on family forming journey (

  • Fresh fruits and office breakfasts

  • Office events-workshops, tournaments, competitions, raffles. buildings

Previous insurance, benefits experience is not required but an advantage, graduates are encouraged to apply.

Job position benefits

Dog-friendly office More than 5 weeks of vacation Company events and teambuilding Home office Sick days Refreshments Extra holidays Meal vouchers or meal contributions Notebook Superior medical care Mobile phone Bonuses
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