Senior I.T. Service Desk Support, Bilingual French Speaking

Senior I.T. Service Desk Support, Bilingual French Speaking

Work Location: Luxembourg

Business unit: European Investment Bank (EIB)

· There’s no age limit
· 7 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:

This role corresponds to the Service Desk Agent profile described above. Service Desk Support pro-files staff the Service Desk to handle incidents and service requests at the Service Desk. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown be-low. The technical and specific skills and experience in this profile are required for all Service Provider staff in Lot 1 except for the Windows engineer and IAM specialist profiles.

Job responsibilities:

· Log incidents;
· Categorize and prioritize incidents;
· Diagnose and resolve incidents;
· Close incidents;
· Escalate incidents;
· Incident ownership and communication throughout the life-cycle of the incident;
· Handle in policy and out of policy service requests;
· Intervene onsite at the user location or temporary location;
· Execute IMACD tasks;
· Raise requests for authorization of service requests.

Technical  and Specific Skills / Experience

· Experience with MS Office Suite;
· Experience with Microsoft OS (Windows 7 and 10);
· Knowledge of mobile devices and mobile phone services;
· Problem solving skills;
· Knowledge of ticketing and CMDB tools;
· Understanding of networking and networking protocols;
· Flexible and stress resilient;
· Ability to work in a co-operative way;
· Pan-European mind-set;
· Attention to detail;
· Experience in troubleshooting PCs/Laptops/Tablets, VPN, etc.;
· Customer and Service focus;
· Spoken and written interpersonal, communication and presentation skills;

Salary: €38K per year

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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