Role: IT Support Analyst

Location: Prague - Hybrid

Contract: 12 Months FTC

Role ID: 2026-3280

Our vision is to create a safe and sustainable world.

Ricardo, member of WSP, is a global strategic, environmental, and engineering consulting company. With over 100 years of engineering excellence and employing close to 3,000 employees in more than 20 countries, we provide exceptional levels of expertise in delivering leading-edge and innovative cross-sector sustainable products and solutions. Every day, we enable our customers to solve the most complex and dynamic challenges to help achieve a safe and sustainable world.

The Role

We are looking for a proactive and customer focused IT Support Analyst to join our IT Services team. In this role you will play a key part in delivering high quality IT support, combining excellent communication skills with strong technical and organisational capability, that meet or exceed the expectations of our clients and stakeholders.

Key Responsibilities

• Maintain high-quality IT service delivery standards through the fulfilment of service requests and resolution of service incidents.
• Use the ITSM system to handle workload, respond to calls and escalate where appropriate. Provide global support.
• Triage tickets, engaging with customers to learn as much as possible about the request or incident, to provide the most reliable and effective solution.
• Contribute to the reliability and effective operation of the Global Service Desk.
• Engage with stakeholders and handle feedback related to service delivery.
• Continually improve service delivery. Reduce response times and improve communication with customers.
• Contribute to the standardisation and centralisation of service delivery into the Global Service Desk.
• Carry out the administration of Identities and permissions, following standard procedures and seeking any necessary approvals.
• Support Asset Management and help maintain the accuracy of global records.
• Participate in the resolution of service incidents and problems, communicating with the business and liaising with the wider IT department and partners.
• Support peers to develop individually and grow as a team.
• Follow relevant standards, company policies and best practices.
• Contribute to the IT Service Catalogue. Help ensure that services are documented clearly for end users to know what is offered and the associated service levels.
• Support the on-boarding of new services.
• Contribute to the IT knowledge base.
• Contribute to, test, and support the deployment of Endpoint Technology solutions and the delivery of IT projects.
• Support the mitigation of security vulnerabilities, and the resolution of security incidents. Apply information security principles to daily working practice.

• Proven experience delivering IT services and support within structured systems and processes, meeting agreed SLAs and time-frames.

• Solid core IT knowledge, including networking fundamentals, user identity and permissions, endpoint hardware, operating systems, business software, cloud technologies, telecoms, licensing, and effective troubleshooting.

• Strong understanding of Information Security principles, with awareness of compliance requirements and their importance in day‑to‑day IT operations.

Desirable

• Experience with service management frameworks and tools, such as ITIL, and the ability to work effectively within established ITSM processes.

• Knowledge of Microsoft 365 tenant administration, including Entra (Azure AD) identity management and In-tune device/application management.

• Background working within engineering, environmental, or strategic consultancy sectors, or similar technical, multidisciplinary environments.

• Higher‑level qualification in an IT discipline, or equivalent professional experience.

• Proven ability to create and maintain operational, technical, and end‑user documentation, ensuring clarity, accuracy, and alignment with organisational standards.

Behaviours & Personal Attributes

• Customer‑focused, collaborative, and supportive approach, with a strong commitment to delivering exceptional customer service.
• Excellent listening and communication skills, with the ability to engage effectively with users at all levels.
• Strong analytical, problem‑solving, and decision‑making skills, applying sound judgment to resolve technical and operational issues.
• Ability to work effectively under pressure, managing and prioritising multiple tasks and competing demands.

Working here

You will be warmly welcomed into our workplace where every voice matters. We are diverse thinkers and doers, coming together to create a culture of inclusion. We will support you to find your place.

We will encourage you to use your passion and expertise to make a positive impact through the projects you work on.  Your knowledge and desire to bring about change will be invaluable in helping deliver innovative solutions that support communities across the globe in becoming safer and more sustainable.

Work life balance 

We offer flexible approaches to work, whether that is working from home, being in the office, or as a hybrid worker. We're happy to discuss flexible working arrangements. Wellbeing is at the core to our culture, allowing employees to flourish and to achieve their full potential.

Benefits

We want you to know how much you are valued. Your remuneration and benefits package will reflect that. You will receive a range of benefits which include support for your physical and mental health. 

Diversity, Equality, and Inclusion statement

We are an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. We have an ambitious diversity, equality, and inclusion approach as explained here. We value diversity; recognising that a more diverse workforce creates a richer and more varied working environment. Diversity also drives innovation, by allowing us to offer our clients the best consultancy service that we can. As part of our commitment to engage positively and pro-actively with all our employees and to ensure an inclusive culture, we are a recognised as a 'disability confident' employer.

Next steps

Once you have submitted your application a member of our Recruitment Team will be in touch. Please be aware that the timing can vary dependent on the volume of applications that we receive for each role and in some cases, we may start to review applications prior to the closing date.

Ricardo is a Disability confident employer please advise the recruitment team via recruit@ricardo.com if you require any adjustments to support you throughout the recruitment process.

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