Helpdesk
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Location:
Luxembourg Responsibilities
• Provide first-level technical support to end-users via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and network issues
• Manage and track incidents and service requests using ServiceNow in line with ITIL processes
• Ensure proper incident, request, and escalation management following ITIL guidelines
• Escalate complex issues to second-level support when necessary
• Administer user accounts and permissions in Active Directory
• Install, configure, and maintain IT equipment (laptops, desktops, printers, etc.)
• Ensure timely follow-up and communication with users
• Document solutions and contribute to the knowledge base
• Maintain a high level of customer satisfaction through professional communication Profile
• Fluent in both French and English (written and spoken)
• First experience in IT support or helpdesk environment
• Good knowledge of Active Directory (user management, access rights, etc.)
• Experience with ServiceNow or similar ticketing tools
• Good understanding of ITIL principles
• ITIL Foundation certification is a plus
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal abilities
• Customer-focused mindset with a proactive attitude
• Ability to work independently as well as part of a team
• Experience with Microsoft environments (Windows 10/11, Microsoft 365) Interested in this opportunity? Feel free to apply or send us your updated CV at anne-catherine.son@cyberr.ai, morgane.zimmer@cyberr.ai and belize.sumbu@cyberr.ai
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