IT Service Center Technician (m/f/x)

For our IT Service Desk department, within General Services we are looking for a (an):

IT Service Desk Technician (m/f/x)

Main duties:

Provide first and second-line IT support to end-users, ensuring efficient resolution of IT incidents and requests. Act as a functional administrator for company-endorsed software and end-user devices :

• Act as the first and second level IT support contact, handling incidents and service requests via phone, email, ticketing system, and on-site support.
• Troubleshoot and resolve technical issues related to hardware, software, peripherals, and network connectivity.
• Deploy, configure, and maintain end-user devices (PCs, laptops, printers, tablets, smartphones).
• Manage user accounts, email configurations, and access rights in compliance with security policies.
• Document technical solutions, processes, and troubleshooting steps in the IT knowledge base.
• Perform IT asset and lifecycle management, including tracking hardware and software inventory.
• Ensure compliance with software licensing policies and internal IT security regulations.
• Support IT Service Management (ITSM) processes, including Incident, Request, and Change Management.
• Ensure all tasks align with ITIL best practices for service support and delivery.
• Assist in continuous improvement initiatives and IT projects within the organization

All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.

Required profile:

Minimum required criteria :

• Diploma (Bac) in Information Technology or equivalent experience in an IT support role.
• At least 2 years of proven experience in first and second-level IT support within a corporate environment.
• Strong knowledge of Windows OS, Microsoft 365 applications, and basic networking principles.
• Experience in troubleshooting and maintaining end-user devices.
• Strong communication.
• Ability to document technical issues and solutions clearly.
• Valid Category B driving license.
• Fluency in English and French is a must

Desired or to be acquired criteria

• Experience in ITIL based IT Service Management (ITSM) environments
• Familiarity with ticketing systems
• Strong troubleshooting and analytical skills
• Knowledge of Active Directory (AD), user permissions and remote desktop support
• Ability to work independently and as part of a team
• High level of urgency, adaptability and flexibility in a fast paces IT environment

The Ideal candidate

In addition to fluency in English and French, knowledge of Luxembourgish, German or any additional language is an asset