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.
We are looking for 3 profiles within End User Services, depending on strengths and experience" with a focus on:
- End User or
- End User Hardware, or
- IT Equipment support
Domaine client: bancaire
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.
* Proven ability to work collaboratively within a team-oriented environment.
* Capability to train users and continuously develop technical knowledge.
* 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.
* Demonstrated experience in IT End User Computing or desktop support roles is required.
* Prior exposure to the Luxembourg financial services sector is beneficial.
* Strong organizational and time management skills with the ability to manage multiple tasks efficiently.
* Detail-oriented approach with the ability to coordinate and resolve issues in collaboration with various stakeholders.