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IT Support Agent
il y a 2 semaines
As an
IT Support Agent
, you will be part of the Service Desk team, providing first-level support to users and helping ensure smooth day-to-day IT operations.
Your responsibilities will include:
- Collecting information provided by clients, ensuring it is clearly understood, and recording it in the ticketing tools
- Providing first-level support and contributing to the resolution of technical issues, based on existing standard operating procedures
- Escalating more complex issues to the appropriate teams following initial diagnostics
- Complying with and updating internal documentation and procedures
- Providing technical on-call support (as part of a rotating schedule)
- Meeting established KPIs to maintain service quality
Your profile:
- Recent graduate with a diploma in computer science, or strong interest and initial experience in IT support
- Basic knowledge of Microsoft Windows, Microsoft Office, office equipment, and common IT hardware such as desktops, laptops, printers, and peripherals
- Service-oriented mindset and genuine interest in helping users
- Knowledge of the ServiceNow tool is considered an advantage
- Strong written and verbal communication skills in French and English; knowledge of German and Luxembourgish is an asset
- Ability to prioritize tasks and manage workload according to urgency and impact
- Excellent interpersonal skills, analytical thinking, attention to detail, autonomy, and proactivity
