Since 2017, NSI Luxembourg PSF has been operating as a provider of value-added IT services (Agile application development, ERP, cloud infrastructure, support, AI, etc.) for clients in both the private and public sectors.
We offer a flexible approach combining consulting and fixed-price projects, in order to address the specific challenges of each client.
As part of our growth, we are currently looking for a Service Desk Agent who speaks German, French and English.
Your main responsibilities as a Consultant
Provide support and handle complex incidents and service requests escalated from Level 1 support teams
Analyze, troubleshoot, and resolve technical issues in accordance with SLA commitments and operational procedures
Manage and follow up tickets through the ITSM tool while ensuring proper documentation and communication
Participate in problem investigation activities and contribute to root cause analysis for recurring incidents
Escalate issues to Level 3 or specialized technical teams when required and coordinate resolution activities
Ensure clear and proactive communication with end users and internal stakeholders throughout the incident lifecycle
Contribute to service continuity, operational stability, and overall support quality
Participate in continuous improvement initiatives, process optimization, and technical documentation updates
Your profile
You have at least 3 years of experience in a similar position.
Fluent in German and French with a good command of English
Technical skills
Experience working with ticketing tools and ITIL-based processes
Good knowledge of Windows environments, Active Directory, Microsoft 365, and collaboration tools
Ability to prioritize tasks and work efficiently in a fast-paced environment
Soft skills
Strong analytical and troubleshooting skills
Service-oriented mindset with strong communication skills
If at the end of the recruitment process, your application is successful, you will be required to provide an extract from your criminal record in accordance with the requirements related to our PSF status.
What is offered 🤝
🚀 A dynamic and innovative work environment
🎓 Training programs and ongoing support
🎯 Personalized and individual career development with a dedicated point of contact
🔄 A wide variety of assignments thanks to a rich and diverse client portfolio
💰 An attractive salary package aligned with your skills and experience
✨ Additional fringe benefits
🎉 Regular events to get together and share great moments as a team
🫶 Take the opportunity to join the "NSI family," where human values remain at the heart of our priorities
As a signatory of the diversity charter, this position is open to everyone, without distinction of origin, nationality, gender, age, disability, religion, or sexual orientation.