IT Support Agent - Bertrange,

Job summary

As an IT Support Agent, you will be part of the Service Desk team, providing first-level support to users and helping ensure smooth day-to-day IT operations.

Responsibilities

• Collecting information provided by clients, ensuring it is clearly understood, and recording it in the ticketing tools
• Providing first-level support and contributing to the resolution of technical issues, based on existing standard operating procedures
• Escalating more complex issues to the appropriate teams following initial diagnostics
• Complying with and updating internal documentation and procedures
• Providing technical on-call support (as part of a rotating schedule)
• Meeting established KPIs to maintain service quality

Qualifications

• Recent graduate with a diploma in computer science, or strong interest and initial experience in IT support
• Basic knowledge of Microsoft Windows, Microsoft Office, office equipment, and common IT hardware such as desktops, laptops, printers, and peripherals
• Service-oriented mindset and genuine interest in helping users
• Knowledge of the ServiceNow tool is considered an advantage
• Strong written and verbal communication skills in French and English; knowledge of German and Luxembourgish is an asset
• Ability to prioritize tasks and manage workload according to urgency and impact
• Excellent interpersonal skills, analytical thinking, attention to detail, autonomy, and proactivity

Description de l'emploi