Officer IT Service Desk

at  Cargolux

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Technical diploma in IT; University degree in the IT field would be considered an advantage
• At least 2 years of experience in a support environment
• Experience in supporting system key users
• Willingness to work on shifts 24/7
• 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

The position holder is responsible for providing 1st line support to internal organization and external customers, assisting them with server, application, workstation, networking, hardware problems and standard change requests via phone, mail, instant messaging and ITSM tool. They are expected to provide first point of contact of escalation for the 2nd and 3rd line engineers.
After having been trained on the job, they will be able to work with a certain level of autonomy.
They have the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.

As part of the Service Desk team, they will be accountable for 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 through the service management software
• Documentation of incidents for inclusion and updates within the internal knowledgebase
• Install and configure software on end-user machines
• Report to the Service Desk team leader and produce 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
• Follow strictly all ITSM and security policies