Agent (SR) IT Service Desk at Cargolux Airlines International S.A.

Luxembourg, , Luxembourg -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

0.0

Posted On

04 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

1st Line Support, ITSM, Active Directory, MS Office 365, Networking, Incident Documentation, Software Configuration, Customer Service, English Fluency, Problem Resolution, Inventory Management, Technical Reporting

Industry

Airlines and Aviation

Description

As part of the Service Desk team, the position holder will be accountable for the accomplishment of the following tasks: * Manage all incoming calls and emails to the Service Desk support function * Perform 1st line support related tasks * Screen, categorize and prioritize support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs * Follow and close out the calls opened trough the service management software * Documentation of incidents for inclusion and updates within the internal knowledge base * Install and configure software on end-user machines * Reporting to the Service Desk team leader and producing monthly reports on demand * Liaise with third party suppliers to report and escalate customer problems * Participate in IT related projects under the supervision of the manager or project manager * Perform administrative tasks on the inventory tool (client and server side) * Perform administrative tasks in Active Directory * Strictly follow all ITSM and security policies Essential Requirements For The Position: * Technical diploma in IT; University degree in the IT field would be considered an advantage * At least 3 years of experience in a support environment * Experience in supporting system key users * Good knowledge and expertise with IT systems * Good knowledge of MS Office 365 and related applications * Basic skills on networking * Customer focus and passion for excellence * Excellent communication skills * Ability to work in a team in a multicultural environment * Willingness to attend regular trainings and stay up-to-date on new technologies * Good interpersonal skills with the capacity to work in a fast-pacing environment * Problem resolution capabilities and open-mindedness toward creative solutions * Fluency in English (spoken & written) is mandatory; additional spoken languages are an added value Working Conditions: * Full time position based in Luxembourg * This position is offered on a fixed-term contract (CDD) for 8 months. * Flexibility in working hours and shift rotation as the team is in a 24/7 shift rotation pattern * Valid B driving license required * A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection

Responsibilities

The role involves managing incoming support requests and providing first-line technical assistance for hardware, software, and networking issues. Responsibilities include coordinating with higher-level support, maintaining the knowledge base, and performing administrative tasks in Active Directory.