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Service Desk Team Leader

il y a 2 semaines

Luxembourg Heintz van Landewyck Temps plein

**Landewyck**, a heritage tobacco manufacturer with over 175 years of history, is evolving. With the changing times, we have embarked on an innovative journey to develop Next Generation Products that meet the diverse needs of consumers worldwide.

We are looking for a **Service Desk Team Leader** to coordinate three activities:

- **Y**_**our responsibility**:
Provide 1st level support
- Set-up and registration of IT material
- Collaborating with other IT teams to resolve complex issues
- When necessary, escalate incidents to second-level support teams
- Follow up major incidents, ensure an appropriate communication plan is in place
- Prioritize 1st level tickets, delegate tasks and set deadlines
- Ensure the quality of services provided by the team
- Monitor respect of SLA and report on metrics
- Create and maintain accurate knowledgebase documentation
- Participating in the development and implementation of IT policies and procedures
- Providing training and support to end-users on the use of hardware and software
- Keeping up to date with the latest developments in IT and cybersecurity

**Your Skills**:

- Sense of priority
- Pragmatic/Transcription: translate technical language into customer-orientated language
- Able to analyse and make report and provide solutions
- Communication
- Curious
- Integrity
- Fostering teamwork

**Your Profile**:

- Diploma: CATP/DUG in informatics
- At least 10 years experience in a similar position
- Strong customer service orientation
- Be able to work under minimum supervision
- Have excellent analytical, problem solving and resource-management skills
- Knowledge of ITIL, incident, problem and change management
- Experience on Office 365 support
- Experience on managing an ITSM ideally GLPI
- Fluent in English, French or German will be considered as an asset

**Our offer**:

- A permanent contract, 40 hours per week (full time)
- Flexible working hours from Monday to Friday
- Ongoing training
- Company restaurant and lunch vouchers
- Free parking
- Place of work: Fridhaff/ Erpeldange-sur-Sûre

Type d'emploi : Temps plein, Durée indéterminée