IT Service Center Technician (m/f)
Luxair
Luxembourg, Luxembourg
il y a 2j
source : Moovijob

For our department IT S&S within LuxairGroup , we are looking for a (an) :

IT Service Center Technician (m / f)

Main duties :

  • Provide company single point of contact (SPOC) for all IT related requests, such as, but not limited to, incidents, problems, support or service requests
  • Record all requests and tickets in the company ITSM system, received via phone, mail or Service Desk application, according to current internal regulations in force
  • Making an initial assessment of all requests and tickets, attempting to resolve them or distribute them to the right support team or supplier
  • Maintain relevant communication between IT and customers and / or suppliers
  • Fulfil requests created via IT Service Catalogue
  • Maintain history records and related solution documentation (e.g. Knowledge Base)
  • Execute the tasks of first and second level IT support
  • Perform end-user device and application technical support tasks at the company level, including on-site support, if necessary
  • Perform analysis, testing and installing of company end-user devices (PC, laptop, printer, tablet, smartphone, )
  • Perform day-to-day team operations tasks like email-, software- and access-management as well as follow-up of assigned support requests with end-users and / or suppliers.
  • Strictly follow internal administrative regulations (device lifecycle management, software licensing reporting..)
  • Participate in continuous improvement of the overall production environment and write appropriate guidelines when required;
  • Keep a high level of technical awareness within the assigned area of responsibility;
  • Participate to IT S&S related projects
  • Occasionally provide an administrative support in the scope of the activity
  • Required profile :

    Minimum required criteria :

  • Be holder of a classical general secondary school leaving diploma or secondary-technical diploma (BAC) in Information Technology or equivalent combination of education and experience in a similar position;
  • Proven professional experience in a similar function

  • Show working knowledge of fundamental operations of relevant software, hardware and other equipment;
  • Have an advanced knowledge in operating of standard office applications;
  • Show strong computer literacy skills with an emphasis on software knowledge, installations and use;
  • Good customer and service orientation skills
  • Strong team player - ability to work in a co-operative way to solve problems and actively incorporates input from various sources
  • Strong analytical skills and problem-solving skills, evaluates information / data to make decisions
  • Be change-oriented and actively generate process improvements
  • Be holder of a valid category B driving license;
  • Accept Duty Travel;
  • Excellent interpersonal and communication skills (in English (spoken and written) as well as skills in French, German)
  • Desired or to be acquired criteria :

  • Strong troubleshooting skills
  • Show structured approach in analysis and documentation
  • Show skills in installations and maintenance of end-user devices
  • Be accurate, detail oriented and reliable
  • Be able to work team-oriented and independently
  • Show basic knowledge of the ITIL Framework
  • Must be able to learn, understand and apply new technologies
  • Show the ability to analyse problems, collect data, establish facts, and draw valid conclusions
  • Demonstrate a good sense of urgency and flexibility
  • Show user skills in the tools used in the department
  • Maintain the strict confidentiality of the data
  • Show a strong ability to communicate at all levels, both inside and outside the company
  • The ideal candidate :

  • Knowledge of Luxemburgish or any other language is considered as asset
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