IT Service Desk (m/f/x)

Overview

Pour notre département IT Service Desk au sein de General Services, nous recherchons un(e): IT Service Desk (m/f/x).

Missions

• 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 related projects
• Occasionally provide an administrative support in the scope of the activity

All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.

Profil requis

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 and German)

Desired or to be required 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.

The ideal candidate

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