TASK RESPONSIBILITIES The position holder is responsible for providing 1st line support to the internal organization and external customers, assisting the users with server, application, workstation, networking, Hardware problems and standard change requests via phone, mail, instant messaging and ITSM tool.
He / she is expected to provide first point of contact of escalation for the 2nd and 3rd line engineers.
The position holder, after having been trained on the job, will be able to work with a certain level of autonomy.
He / she has the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.
Major Accountabilities : 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.
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-paced 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 A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.
Full-time, permanent position based in Luxembourg.
The team works in a 24 / 7 shift rotation pattern.
As per our collective work agreement rules, the category / name of the position might need to be adapted, depending of the experience & knowledge of the position holder.
Valid B driving license required.