IT Service Desk Agent (m / f / x)

For our IT Service Desk department, within General Services we are looking for a (an) :

IT Service Desk Agent (m / f / x)

Provide first and second-line IT support to end-users, ensuring efficient resolution of IT incidents and requests. Act as a functional administrator for company-endorsed software and end-user devices :

• Act as the first and second level IT support contact, handling incidents and service requests via phone, email, ticketing system, and on-site support.
• Troubleshoot and resolve technical issues related to hardware, software, peripherals, and network connectivity.
• Deploy, configure, and maintain end-user devices (PCs, laptops, printers, tablets, smartphones).
• Manage user accounts, email configurations, and access rights in compliance with security policies.
• Document technical solutions, processes, and troubleshooting steps in the IT knowledge base.
• Perform IT asset and lifecycle management, including tracking hardware and software inventory.
• Ensure compliance with software licensing policies and internal IT security regulations.
• Support IT Service Management (ITSM) processes, including Incident, Request, and Change Management.
• Ensure all tasks align with ITIL best practices for service support and delivery.
• Assist in continuous improvement initiatives and IT projects within the organization
• All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.

Required profile :

Minimum required criteria :

• Diploma (Bac) in Information Technology or equivalent experience in an IT support role.
• At least 2 years of proven experience in first and second-level IT support within a corporate environment.
• Strong knowledge of Windows OS, Microsoft 365 applications, and basic networking principles.
• Experience in troubleshooting and maintaining end-user devices.
• Strong communication.
• Ability to document technical issues and solutions clearly.
• Valid Category B driving license.
• Fluency in English and French is a must

Desired or to be acquired criteria

• Experience in ITIL based IT Service Management (ITSM) environments
• Familiarity with ticketing systems
• Strong troubleshooting and analytical skills
• Knowledge of Active Directory (AD), user permissions and remote desktop support
• Ability to work independently and as part of a team
• High level of urgency, adaptability and flexibility in a fast paces IT environment

The Ideal candidate

• In addition to fluency in English and French, knowledge of Luxembourgish, German or any additional language is an asset

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