HELP DESK CONSULTANT LUXEMBOURG
Job: HELP DESK CONSULTANT LUXEMBOURG
Job description
Role description:
The position is responsible for providing support for all business services and applications deployed at the client
In addition to ticket management, the function also includes support via telephone, remote support, and hands on.
Mandatory
A minimum of 2 years of experience in help desk position
Primary responsibilities / key result areas
- Provide 1st level incident logging and resolution or re-assignment to the 2nd level
- Provide Service Request Fulfilment for IT services
- Provide support for various technical areas like, computers, computer peripherals, mobile phones, printers, applications, conference systems, user account and access management,
- Adhere to and promote all applicable official client policies, procedures, and standards
- Ensure the adherence to existing policies (ITSM, ITIL, Security)
- Leverage the client official knowledge base in response to incidents and requests to ensure consistency and adherence to established practices.
- Take the ownership and responsibility for assigned incidents, requests, or tasks and follow them up until solved and keep the user up to date
- Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests, tasks assignments
- Actively participate to the lifecycle management and all End User computers within client including:
- Deployment
- Maintenance
- Renewal
- Disposal Management
- Provide remote user support through appropriate technical tools
- Participate in after-hours on-call rotation for end-user support
Competences:
- Ability to work independently and as a strong team player
- Be absolutely service and customer oriented
- Ability to multi-task
- Ability to document all work performed
- Good understanding of computer (hardware and operating system) and virtual environment
- Good knowledge of fundamental operations of software (MS office 365), hardware (laptops, PCs, phones, printers….) and other equipment
- Fundamental understanding of cloud
- Working knowledge of Azure and Intune portals and the ability to navigate them
- Working knowledge of Exchange, networking
- Ability to work internationally in a matrix-managed, results-oriented environment
- Strong analytic and problem-solving skills: ability to interpret complex technical issues
- Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
- Ability to clearly explain complex technical issues to non-technical people
- Self-motivated
Other Key requirements / Comments
- This position requires the incumbent to be On-Call
- Language: English / French
Details:
Location: Luxembourg
City: LUXEMBOURG
Experience: 2 ans minimum en help desk
Job salary: A discuter
Job Type: Full-time
Skills: Consultant solutions Cloud
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