The position supports the daily operations of the End User Services function by delivering high-quality first-line IT assistance and contributing to continuous service improvement. The role involves close collaboration with internal IT teams while ensuring a positive end-user experience.
Main responsibilities
Contribute to the reinforcement of the internal End User Services function by delivering Level 1 IT support to employees.
Apply standard end-user support methodologies, including incident handling, request management, and ticket lifecycle processes.
Create, update, and maintain clear and accurate knowledge base documentation to support users and internal teams.
Work closely with other IT support functions and internal stakeholders, including Infrastructure and Information Security teams.
Gather and analyze user feedback to help enhance service quality, efficiency, and overall user satisfaction.
Adhere to established procedures, controls, and governance standards to ensure service quality and regulatory compliance.
Profile requirement
Strong verbal and written communication skills in English, including the ability to communicate effectively with management German is considered an asset.
Demonstrated experience in IT End User Computing or desktop support roles is required.
Hands-on experience with Microsoft Windows, iOS devices, Microsoft 365, Mobile Device Management solutions, and remote support tools.
Familiarity with ServiceNow or similar ITSM tools is an advantage.
Proven ability to work collaboratively within a team-oriented environment.
Capability to train users and continuously develop technical knowledge.
Prior exposure to the Luxembourg financial services sector is beneficial.
Strong organizational and time management skills with the ability to manage multiple tasks efficiently.