IT Helpdesk Officer (m/f) - CDI
Banque Havilland
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Banque Havilland is an independent and privately owned bank, headquartered in Luxembourg with offices in London, Monaco, Liechtenstein, Dubai and Switzerland.

The bank offers private banking services to HighNet Worth Individuals and families across the globe. The Bank is committed to providing clients with a highly personal and professional service in all aspects of its operations.

The success of this strategy is ensured through our team of highly dedicated employees who contribute to a strong service and client oriented culture.

We are currently looking for an IT Helpdesk Officer for our IT department located in the head-office in Luxembourg. Role description The IT Helpdesk Officer is the first point of contact for the users who use our IT Service Desk.

While providing the highest level of customer service, the IT Helpdesk Officer answers incoming requests, tracks all information in a tracking system, uses a knowledge base tool along with their expertise to resolve 1st line requests in a timely fashion.

The IT Helpdesk Officer escalates unresolved problem / issues / requests to the proper 2nd line support team. Troubleshooting end user issues on various software applications, hardware, network and telecommunications systems and provide desktop support.

  • Key responsibilities Provide L1 support for the users; Manage workstation installation / configuration; Manage mobile devices and laptops;
  • Manage video conference system; Manage small hardware including inventory and stocks; Manage Mobile Device Management (MDM) tool;
  • Configure user / users rights / user password in all systems / applications; Ensure application of the patch management policy of the systems in its scope (workstations, handled devices );
  • Manage data exchange (Download or upload on an external site or USB key); Inventory of the systems in its scope (workstations, handled devices );
  • Keep knowledge base up-to-date; Serve as the first point of contact for customers seeking technical assistance over the phone or email;
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions; Provide accurate information on IT products or services;
  • Record events, problems and their resolution in IT Ticketing tool; Follow-up and update customer status and information;
  • Pass on any feedback or suggestions by customers to the appropriate internal team; Identify and suggest possible improvements on procedures.

    Minimum profile requirements Bachelor’s degree preferred; 2-3 years of experience in similar environments; Excellent verbal / written communication in English and French.

  • Any other languages are considered as an asset; Excellent knowledge in Microsoft Windows desktop OS and Office solution;
  • Familiarity with Apple devices is an advantage; General understanding of network infrastructure and Microsoft server environments;
  • Good knowledge in PC hardware, Printers, computer peripherals, Mobile devices (iOS), VoIP; Good technical skills, curious, passionate for ICT and self-learner;
  • Excellent customer service and interpersonal skills (end-user oriented); Strong analytical, problem solving skills and attention to details;
  • Stress resilience and able to work on multiple items simultaneously, flexible in terms of afterhours support and planned weekend work as needed;
  • Team player. The salary package offered will be commensurate with your professional expertise and experience. This position is available immediately.

    This is a unique and potentially career-defining opportunity for the candidate with the right spirit and experience. If you are interested in taking this challenging opportunity please send your application (cover letter, CV, supporting references) to jobs.

    lu Only shortlisted candidates will be contacted by our HR team. The personal information you provide in your job application will be treated confidentially at all times and will be processed in accordance with the applicable data protection law, in particular the General Data Protection Regulation (GDPR).

    In compliance with the law of 23th July 2016, the selected candidate will be requested to provide a criminal record (section 3).

    We are an equal opportunity employer, who believes that diversity is good for our people and our business. As such, we welcome applications from candidates without regard to their gender, age, racial or ethnic origin, religion or beliefs, sexual orientation / identity or disability.

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