Référence : Help/Eng/4818

Function:

Reporting to the Level 1 Team Lead, the Help Desk Engineer is part of a small, young and dynamic support team mainly tasked with solving IS-related issues and requests for all end users across Europe.

·         Be the first point of contact for user’s requests, incidents or questions (administrative users and drivers) for the full scope of the IS: telecom, office tools, applications…

·         Answer user’s requests mainly through phone and email

·         Log all requests in the ticketing tool

·         Diagnose, troubleshoot, and solve issues based on existing procedures

·         Determine proper escalation for problems he cannot solve, sets priority

·         Propose resolution procedures so that the Level 1 team can solve recurring issues in a continuous improvement mindset

Profile:

·         Degree in IS science is preferred

·         First experience in helpdesk

·         Pragmatic, analytical and problem solving skills

·         Very good customer service approach, at ease in verbal and written communication with non technical users

·         A strong team player able to communicate with technical and non-technical stakeholders

·         Curious and creative, autonomous and dynamic

·         Be a driver for change and innovation, support continuous improvement by investigating alternatives and technologies

·         Good Microsoft Office 365 knowledge

·         Fluent in German and English, French is an asset

Additional information :

·         Start date : ASAP

·         Contract : CDI

·         Place of work : Pétange area, Luxembourg