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Leudelange

    Service Desk Agent - Leudelange, Luxembourg - SOPRA STERIA PSF

    SOPRA STERIA PSF
    SOPRA STERIA PSF Leudelange, Luxembourg

    Trouvé dans: beBee S2 LU - il y a 1 jour

    SOPRA STERIA PSF background
    À temps plein
    Description

    We offer:

    • Partial teleworking (depending on assignment and client)
    • Work-life balance
    • Training (minimum target 5 days per year)
    • Attractive package (car or car allowance, gas card, meal vouchers, supplementary pension, etc.)

    Your Mission:

    The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the Sopra Steria HQ in Luxembourg as well as remote users at other offices and home workers.

    As a Service Desk team member your responsibilities will be:

    • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
    • Receiving, logging and managing calls from internal staff via telephone and email;
    • Maintaining an Asset Database and track changes;
    • 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, ...);
    • Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, ...[MB1]
    • Troubleshoot basic network issues such as Lease Line broadband issues;
    • Escalate unresolved calls to the infrastructure support team or 3rd party;
    • Log all calls in the Service Desk Call Logging systems;
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles;
    • Provide basic in-house training in your domain expertise;
    • Provide stats for the weekly Service Desk report on call trends.

    Your Profile:

    • ​An ITIL qualification is preferable but not essential;
    • A knowledge in the following domain would be considered as an asset (level 1):
    • Windows & Linux Environment ( Active Directory, SCCM, ...);
    • Citrix Xen App (reset profile, kill session, ...);
    • VMware basic understanding;
    • MS Office (Marco, VB);
    • Veeam or other backup tools;
    • Network understanding (VLAN, DNS, ...).

    Your knowledge/experience:

    • German, French and English knowledge are mandatory (speaking & writing);
    • Excellent communication skills / Excellent organisational skills;
    • Team player;
    • FirstIT Service Desk and/or Call Center experience is considered as an asset;
    • Basic User & Security Group Active Directory administration;
    • Knowledge in Operating systems for Servers and workstation (Windows, Linux);
    • Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);
    • On-site support occasionally for end user support;
    • Laptop and mobile basic setup;
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service;
    • You are able to work in shifts (7AM – 19PM) and duty (24/7);
    • Must have a driving licence.

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