The position supports the daily operations of the End User Services function by delivering high-quality first-line IT assistance and contributing to continuous service improvement. The role involves close collaboration with internal IT teams while ensuring a positive end-user experience.
Main responsibilities
- Contribute to the reinforcement of the internal End User Services function by delivering Level 1 IT support to employees.
- Apply standard end-user support methodologies, including incident handling, request management, and ticket lifecycle processes.
- Create, update, and maintain clear and accurate knowledge base documentation to support users and internal teams.
- Work closely with other IT support functions and internal stakeholders, including Infrastructure and Information Security teams.
- Gather and analyze user feedback to help enhance service quality, efficiency, and overall user satisfaction.
- Adhere to established procedures, controls, and governance standards to ensure service quality and regulatory compliance.
Profile requirement
- Strong verbal and written communication skills in English, including the ability to communicate effectively with management German is considered an asset.
- Demonstrated experience in IT End User Computing or desktop support roles is required.
- Hands-on experience with Microsoft Windows, iOS devices, Microsoft 365, Mobile Device Management solutions, and remote support tools.
- Familiarity with ServiceNow or similar ITSM tools is an advantage.
- Proven ability to work collaboratively within a team-oriented environment.
- Capability to train users and continuously develop technical knowledge.
- Prior exposure to the Luxembourg financial services sector is beneficial.
- Strong organizational and time management skills with the ability to manage multiple tasks efficiently.
