I.T. Assets Management Support, Bilingual French Speaking

I.T. Assets Management Support, Bilingual French Speaking

Work Location: Luxembourg

Business unit: European Investment Bank (EIB)

· There’s no age limit
· 1 to 6 years experience 
· Residence from France and  Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome

The Service Desk Agent provides support for basic incident resolution and service request fulfillment.

Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.

Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.

Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.

Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.

Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

Agents may be requested to provide after business hours and on-call support as needed.

Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.

Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.

The Service Desk Agent will be assigned to work in different profiles depending on the service needs.

Role:

Service Asset Management supports the end user IT asset life cycle, and helps to ensure controlled and accurate information is available for the assets under EUS scope. Service asset management makes this information available when and where needed. The same team also maintains the hard-ware and software store (stock). The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.

Job responsibilities:

· Keep the CMDB up-to-date;
· First point of contact with suppliers;
· Monitoring of equipment orders;
· Produce reporting for consistency checking purposes (verification);
· Produce documentation and report on the needs (short and longer term) for end user equipment (HW and SW);
· Identify new equipment SW / HW based on user needs;
· Manage licensing contracts;
· Identify and track all licenses (Serial, users, status ... );
· Carry out audits to verify the availability of licenses (installed volumes vs licensed volumes);
· Manage warranty contracts;
· Management of maintenance contracts (SW / HW);
· Seek solutions to reduce costs;
· Reception and control the delivery of IT equipment;
· Manage all stocks and guarantee a defined minimum of assets;
· Manage and schedule all tasks related to IMACD concerning newcomers, people moves internally, temporary or permanent leavers.

Technical  and Specific Skills / Experience

· Knowledge of end user HW/SW;
· Knowledge of ticketing tools and configuration management tools;

Salary: €32K - €36K per year depending on the experience 

Relocation Package: 1000-1500€

How to Apply: 

Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com

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