Helpdesk Engineer

Tasks

Function:

Reporting to the Level 1 Team Lead the Help Desk Engineer is part of a small young and dynamic support team mainly tasked with solving ISrelated issues and requests for all end users across Europe.

• Be the first point of contact for users requests incidents or questions (administrative users and drivers) for the full scope of the IS: telecom office tools applications
• Answer users requests mainly through phone and email
• Log all requests in the ticketing tool
• Diagnose troubleshoot and solve issues based on existing procedures
• Determine proper escalation for problems he cannot solve sets priority
• Propose resolution procedures so that the Level 1 team can solve recurring issues in a continuous improvement mindset

Requirements

Profile:

• Degree in IS science is preferred
• First experience in helpdesk
• Pragmatic analytical and problem solving skills
• Very good customer service approach at ease in verbal and written communication with non technical users
• A strong team player able to communicate with technical and nontechnical stakeholders
• Curious and creative autonomous and dynamic
• Be a driver for change and innovation support continuous improvement by investigating alternatives and technologies
• Good Microsoft Office 365 knowledge
• Fluent in German and English French is an asset

Additional information :

• Start date : ASAP
• Contract : CDI
• Place of work : Ptange area Luxembourg