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Do you want to work on complex and pressing challenges—the kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, you’ve come to the right place.

Your Impact

As a Global Helpdesk (GHD) Professional, you will be a core member of our frontline IT support operation, providing high-quality technical support to an internal audience and owning the end-to-end resolution of the cases you receive.

You will independently troubleshoot and resolve the majority of incoming cases across Windows OS and macOS, Microsoft 365 applications (e.g., Outlook, Teams, OneDrive, SharePoint), identity and access (e.g., MFA, password resets, account lockouts), network connectivity (Wi-Fi, VPN, DNS), mobile devices (iOS and Android) and hardware (laptops, peripherals and mobile phones). Working through email, chat and phone, you will manage your own ticket queue in our ITSM platform, adhere to your schedule, balance incoming volume against open cases, and escalate to GHD Analysts when an issue requires deeper expertise, with clear documentation of the steps already taken.

You will use the knowledge base as your primary source for solutions and actively help keep it accurate and up to date, documenting new issues and fixes as they arise. Beyond daily operations, you will participate in small team projects by sharing ideas and taking ownership of specific tasks, collaborate with internal IT service and product teams, support the testing of new technology and hardware releases in our technical labs, and take part in activities that promote a collaborative team environment.

Your work will directly shape how McKinsey colleagues experience technology. By resolving issues quickly and consistently delivering highly satisfying support, you will help colleagues stay focused on delivering impact to clients and play a key role in maintaining the firm's operational excellence.

You will be based in Prague as part of our Global Helpdesk (GHD) team, a pivotal group within McKinsey's global IT organization. This team supports internal consultants and staff by troubleshooting and resolving a wide variety of IT needs, predominantly via email and chat. The GHD Professional role is the foundation of our support model and offers a clear development path toward more specialized and senior roles within Global Helpdesk.

Role expectations

• Degree/ diploma, ongoing studies in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 1+ year of experience in IT support, service desk, or a customer-facing technical support role preferred.
• Strong knowledge of Windows and macOS, with experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and troubleshooting.
• Familiarity with mobile devices (iOS/Android) and IT ticketing systems such as ServiceNow is an advantage.
• Ability to diagnose and resolve hardware, software, and account-related issues independently.
• Strong troubleshooting, prioritization, and organisational skills in a fast-paced environment.
• Excellent communication skills in English, with the ability to explain technical concepts to non-technical users.
• Collaborative, customer-focused, and eager to learn new technologies and contribute to team success.