I.T. Onsite Support, Bilingual French Speaking
Work Location: Luxembourg
Business unit: European Investment Bank (EIB)
· There’s no age limit
· 3 to 6 years experience
· Residence from France and Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome
The Service Desk Agent provides support for basic incident resolution and service request fulfillment.
Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.
Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.
Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.
Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.
Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Agents may be requested to provide after business hours and on-call support as needed.
Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.
Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.
The Service Desk Agent will be assigned to work in different profiles depending on the service needs.
Role:
This role largely corresponds to the Service Desk Agent role described above. However, in addition, this particular role will provide desk side support, i.e., at the temporary users location (e.g. conference room). The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.
Job responsibilities:
· Log incidents;
· Categorise and prioritise incidents;
· Diagnose and resolve incidents;
· Close incidents;
· Escalate incidents;
· Incident ownership and communication throughout the lifecycle of the incident;
· Handle in policy and out of policy service requests;
· Intervene onsite at the (temporary) user location; Execute IMACD tasks;
· Initiate requests for authorisation of service requests;
· Managing lifecycle (IMACD) events for workstations;
· Performing moves of IT equipment - desktop computers, monitors, laptops, printer;
· Image Management;
· Hardware and Software Support.
Technical and Specific Skills / Experience
· Knowledge of end user HW/SW;
· Experience in hardware repair.
Salary: €36K per year
Relocation Package: 1000-1500€
How to Apply:
Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com
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