End user support M/F

About the role

The position supports the daily operations of the End User Services function by delivering high-quality first-line IT assistance and contributing to continuous service improvement. The role involves close collaboration with internal IT teams while ensuring a positive end-user experience.

Main Responsibilities

• Contribute to the reinforcement of the internal End User Services function by delivering Level 1 IT support to employees.
• Apply standard end-user support methodologies, including incident handling, request management, and ticket lifecycle processes.
• Create, update, and maintain clear and accurate knowledge base documentation to support users and internal teams.
• Work closely with other IT support functions and internal stakeholders, including Infrastructure and Information Security teams.
• Gather and analyze user feedback to help enhance service quality, efficiency, and overall user satisfaction.
• Adhere to established procedures, controls, and governance standards to ensure service quality and regulatory compliance.

Profile requirement

• Strong verbal and written communication skills in English, including the ability to communicate effectively with management; German is considered an asset.
• Demonstrated experience in IT End User Computing or desktop support roles is required.
• Hands-on experience with Microsoft Windows, iOS devices, Microsoft 365, Mobile Device Management solutions, and remote support tools.
• Familiarity with ServiceNow or similar ITSM tools is an advantage.
• Proven ability to work collaboratively within a team-oriented environment.
• Capability to train users and continuously develop technical knowledge.
• Prior exposure to the Luxembourg financial services sector is beneficial.
• Strong organizational and time management skills with the ability to manage multiple tasks efficiently.