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Halian - Service Desk

Halian is currently looking for a Service Desk & Facility Officer to join one of our major clients.


The client is part of an asset management services group with offices in 12 European countries. The Bank is a Luxembourg-based fully fledged financial institution, active in Private Banking, Asset Management, and in issuing credit and pre-paid cards to partners all over the world.



Primary responsibilities

  • Ensure that the Service Desk actively participates in improving the usability and reliability of the Bank services 
  • Ensure that the external Service Desk is fully using appropriate knowledge, management tools and practices in order to provide a more effective and efficient service to customers and external partners 
  • Assist in improving the overall customer experience within the team
  • Reach KPIs as set by the line manager 
  • Participate to improve internal processes/best practice and ensure that communication takes place across the whole area of responsibility (IAM, internal and external workflow...)
  • Assist in the incident management. Help to determine root causes and permanently fix
  • Additional responsibilities: Support and act as back up for the Facility Manager 



  • At least 3 years experience in Service Desk, including 2 years experience in a second line IT support in a banking regulated environment
  • Previous experience in Facility management 
  • ITIL Foundation is highly appreciated 
  • Fluent English and French is mandatory
  • Excellent interpersonal, communication and analytical skills   
  • Ability to work in a team and independently 
  • Precision, reliability, dynamism and flexibility  
  • Proven ability to manage projects, show initiative and think outside the box
  • Flexibility with working hours, which may include hours outside of normal scheduled work hours



  • Contract: CDI
  • Location: Luxembourg
  • Starting Date: ASAP

Description société

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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