Agent (SR) IT Service Desk

As part of the Service Desk team, the position holder will be accountable for the accomplishment of the following tasks:

 

• Manage all incoming calls and emails to the Service Desk support function
• Perform 1st line support related tasks
• Screen, categorize and prioritize support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs
• Follow and close out the calls opened trough the service management software
• Documentation of incidents for inclusion and updates within the internal knowledge base
• Install and configure software on end-user machines
• Reporting to the Service Desk team leader and producing monthly reports on demand
• Liaise with third party suppliers to report and escalate customer problems
• Participate in IT related projects under the supervision of the manager or project manager
• Perform administrative tasks on the inventory tool (client and server side)
• Perform administrative tasks in Active Directory
• Strictly follow all ITSM and security policies

Essential Requirements For The Position:
 

• Technical diploma in IT; University degree in the IT field would be considered an advantage
• At least 3 years of experience in a support environment
• Experience in supporting system key users
• Good knowledge and expertise with IT systems
• Good knowledge of MS Office 365 and related applications
• Basic skills on networking
• Customer focus and passion for excellence
• Excellent communication skills
• Ability to work in a team in a multicultural environment
• Willingness to attend regular trainings and stay up-to-date on new technologies
• Good interpersonal skills with the capacity to work in a fast-pacing environment
• Problem resolution capabilities and open-mindedness toward creative solutions
• Fluency in English (spoken & written) is mandatory; additional spoken languages are an added value

Working Conditions:
 

• Full time position based in Luxembourg
• This position is offered on a fixed-term contract (CDD) for 8 months.
• Flexibility in working hours and shift rotation as the team is in a 24/7 shift rotation pattern
• Valid B driving license required
• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection