Cargolux Airlines recrute !

Officer IT Service Desk (m/f)

TASK RESPONSIBILITIES :

Mission

The position holder is responsible for providing 1st line support to internal organization and external customers, assisting them with server, application, workstation, networking, hardware problems and standard change requests via phone, mail, instant messaging and ITSM tool. He/she is expected to provide first point of contact of escalation for the 2^nd and 3rd line engineers.

The position holder, after having been trained on the job, will be able to work with a certain level of autonomy.

He has the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.

Major Accountabilities

As part of the Service Desk team, the position holder will be accountable for the accomplishment of the following tasks :

Managing all incoming calls and emails to the Service Desk support function
Performing 1st line support related tasks
Screening, categorize and prioritize support mailbox for dispatching and coordinating with 2^nd and 3rd level support within SLAs
Following and closing out the calls opened trough the service management software
Documentation of incidents for inclusion and updates within the internal knowledgebase
Reporting to the Service Desk team leader and producing monthly reports on demand
Liaise with third party suppliers to report and escalate customer problems
Participate to IT related projects under the supervision of the manager or project manager
Perform administrative tasks on the inventory tool (client and server side)
Perform administrative tasks in active directory
Follow strictly all ITSM and security policies

ESSENTIAL REQUIREMENTS FOR THE POSITION :

Technical diploma in IT
Minimum 2 years of experience in a support environment
Customer focus
Excellent communication skills
Basic skills on networ
Ability to teamwork in a distributed and multicultural environment
Experience in supporting of system key users
Willingness to develop further by attending regular trainings
Addition spoken languages are considered added value
Interpersonal skills with capacity of control stress under pressure
Passion for excellence
Problem resolution capabilities and open-mindedness toward creative solutions
Fluent in English (spoken & written) is mandatory
Good knowledge and expertise with IT systems
Good knowledge of MS Office 365 suites and related applications

WORKING CONDITIONS :

Position based in Luxembourg
A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of a positive selection
Flexibility in working hours and shift rotation when necessary
Category of the position might change depending on the experience & knowledge of the position

More information : https://www.linkedin.com/jobs/searc...