Service Desk Agent

We offer :

• Partial teleworking (depending on assignment and client)
• Work-life balance
• Training (minimum target 5 days per year)
• Attractive package (car or car allowance, gas card, meal vouchers, supplementary pension, etc.)

Your Mission :

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

There is also a range of administration duties within this role. Coverage includes the Sopra Steria HQ in Luxembourg as well as remote users at other offices and home workers.

As a Service Desk team member your responsibilities will be :

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
• Receiving, logging and managing calls from internal staff via telephone and email;
• Maintaining an Asset Database and track changes;
• 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, );
• Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, ... MB1
• Troubleshoot basic network issues such as Lease Line broadband issues;
• Escalate unresolved calls to the infrastructure support team or 3rd party;
• Log all calls in the Service Desk Call Logging systems;
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Provide basic in-house training in your domain expertise;
• Provide stats for the weekly Service Desk report on call trends.

Your Profile :

• An ITIL qualification is preferable but not essential;
• A knowledge in the following domain would be considered as an asset (level 1) :
• Windows & Linux Environment ( Active Directory, SCCM, );
• Citrix Xen App (reset profile, kill session, );
• VMware basic understanding;
• MS Office (Marco, VB);
• Veeam or other backup tools;
• Network understanding (VLAN, DNS, ).

Your knowledge / experience :

• German, French and English knowledge are mandatory (speaking & writing);
• Excellent communication skills / Excellent organisational skills;
• Team player;
• FirstIT Service Desk and / or Call Center experience is considered as an asset;
• Basic User & Security Group Active Directory administration;
• Knowledge in Operating systems for Servers and workstation (Windows, Linux);
• Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);
• On-site support occasionally for end user support;
• Laptop and mobile basic setup;
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service;
• You are able to work in shifts (7AM 19PM) and duty (24 / 7);
• Must have a driving licence.

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