Function:

Reporting to the Level 1 Team Lead, the Help Desk Engineer is part of a small, young and dynamic support team mainly tasked with solving IS-related issues and requests for all end users across Europe.

• Be the first point of contact for user’s requests, incidents or questions (administrative users and drivers) for the full scope of the IS: telecom, office tools, applications…
• Answer user’s requests mainly through phone and email
• Log all requests in the ticketing tool
• Diagnose, troubleshoot, and solve issues based on existing procedures
• Determine proper escalation for problems he cannot solve, sets priority
• ·Propose resolution procedures so that the Level 1 team can solve recurring issues in a continuous improvement mindset

Profile:

• Degree in IS science is preferred
• First experience in helpdesk
• Pragmatic, analytical and problem solving skills
• Very good customer service approach, at ease in verbal and written communication with non technical users
• A strong team player able to communicate with technical and non-technical stakeholders
•  Curious and creative, autonomous and dynamic
• Be a driver for change and innovation, support continuous improvement by investigating alternatives and technologies
• Good Microsoft Office 365 knowledge
• Fluent in German and English, French is an asset

Additional information :

• Start date : ASAP
•  Contract : CDI
• Place of work : Pétange area, Luxembourg