Hays - Desktop Support Technician

We are looking for a Desktop Support Technician for one of our clients, based in Luxembourg.

• Freelance contract or permanent contract via payrolling company
• Strong knowledge required with Windows desktop technologies, end-user support, and workplace collaboration tools
• Primarily on-site, position based in Luxembourg
• Strong English communication skills required

Your Responsibilities

End-user support & operations:

• You will provide high-quality IT support to end users in Luxembourg and across international locations.
• You will manage global helpdesk requests, ensuring incidents are investigated and resolved within agreed timeframes.
• You will collaborate with global support teams to maintain continuous coverage and service quality for the helpdesk function.
• You will contribute to system projects and technology upgrade initiatives.
• You will create and maintain operational documentation, procedures, and equipment records.
• You will proactively produce and report service performance KPIs to support continuous improvement.
• You will support desktop, laptop, and mobile device installations, upgrades, and troubleshooting activities.
• You will assist users remotely through telephone and dedicated troubleshooting tools.
• You will provide day-to-day support for Audio-Visual technologies, including video conferencing and IPTV solutions.
• You will analyze system and equipment-related issues, helping to identify opportunities for improvement.

Client interaction:

• You will act as a key point of contact between technical teams and end users, ensuring efficient troubleshooting and escalation when required.
• You will deliver technical setup and support for meetings, events, and functions, ensuring all Audio-Visual equipment operates seamlessly.

Projects and training:

• You will contribute to a client-focused support environment by consistently meeting service level agreements.
• You will participate in local and global technology projects, software deployments, and infrastructure upgrades.
• You will work closely with Hardware vendors to coordinate break-fix activities and ensure timely resolution of equipment issues.

Your profile

• You are experienced in IT client support within a professional environment, with at least 1 year of experience.
• You are comfortable providing remote support and managing support tickets through to resolution.
• You are committed to delivering an excellent end-user experience and can effectively prioritize support activities.
• You are capable of supporting Hardware installations such as RAM, Storage devices, processors, and cabling.
• You are confident diagnosing and resolving Hardware-related issues and system conflicts.
• You are proficient with Windows 11, Microsoft 365, Microsoft Copilot, and standard office productivity tools.
• You are experienced with Poly and Cisco video conferencing technologies, as well as collaboration platforms such as Zoom and Microsoft Teams.
• You are an effective communicator who thrives in a team-oriented environment and can manage multiple priorities successfully.
• You are recognized for your analytical thinking and strong organizational abilities.
• You are ideally certified, or interested in certifications, such as ITIL, Microsoft, or CompTIA.