Receive user’s calls – First line resolution
Recording incidents in the ticketing tool
Assist managing workstations and mailbox: diagnostic user’s problems
Open tickets and follow up, keep users informed on incident status and progress
Assign incidents to second line support
Production of work-instructions
IT professional with a first experience with Microsoft Windows infrastructures. An ITIL Foundation certificate would be an asset.
Minimum 2 year’s experiences in a similar function.
Ability to determine computer problems and provide solutions: candidates have to appreciate call support and write documents in French and English.
Luxembourgish, German, French and English spoken fluently