Application & Infrastructure Helpdesk Support

About us

The University of Luxembourg is an international research university with a distinctly multilingual and interdisciplinary character.

Created in 2003, it strives today to meet tomorrow's major societal challenges, by nurturing an interdisciplinary approach and international outlook, investing in scientific quality and innovation, as well as offering personalised and multilingual teaching. The institution places particular emphasis on research with impact. To achieve this goal, its research priorities focus on digital transformation, medicine and health, as well as sustainable and societal development.
The University invests in its knowledge and technology transfer through an attractive intellectual property policy and numerous partnerships. 7,500 students are enrolled at Uni.lu, of which 1,000 are doctoral candidates. With 300 professors, students have privileged access to world-renowned expertise.
Times Higher Education ranks Uni.lu 20th in the Young University Ranking 2024 and among the top 250 universities in the world.

The IT department of the University enables a community of +8000 users (scientific researchers, professors, admin staff, students) in their daily teaching/working activities.

The IT User Services & Support Team's (~20 pp) key mission is to offer a seamless IT journey for the end-user, where they are not only supported in case of technical issues but most importantly empowered and accompanied to acquire new digital skills and gain ownership on different ICT tools. In this context, the IT User Services & Support Team is looking for a new collaborator in the domain of Hardware Asset Management who should have very good technical skills as well as be driven by first class customer service.

The IT Logistics Technician will be responsible for managing the inventory, distribution, and maintenance of IT end-user hardware within the university. This role includes ensuring the accountability and tracking of equipment, as well as providing logistical support to ensure smooth IT operations.

Your role

Asset Management:

• Work with your colleagues to manage and maintain the inventory of IT hardware assets
• Track the distribution and recovery of IT equipment to and from users
• Coordinate with vendors for the procurement and maintenance of hardware
• Assist in the deployment and setup of IT equipment for university functions
• Maintain accurate records of hardware warranties and service agreements
• Provide logistical support for IT projects and initiatives
• Ensure compliance with university policies and procedures regarding IT assets
• Support the IT department in database management and other logistics-related tasks
• Manage relationships with vendors and service providers to ensure that contracts and service agreements are fulfilled
• Ensure compliance with licensing, warranty, and service agreements
• Provide reports on asset utilization and lifecycle management

Service Desk:

• To anticipate potential issues which could impact the IT experience of a user and find solutions to eliminate/minimize this impact, escalating when appropriate
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to our users as soon as possible
• To contribute to policy documents and updates related to Logistics
• To diagnose and resolve software and hardware incidents
• To install and configure computer hardware OS and applications
• To work with an ITSM tool to accurately record, update and document requests
• To build relationships with colleagues to ensure IT standards and consistency
• To undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

Your profile

Education:

• Bachelor's degree in IT-related field
• Certification in ITIL v4 Foundation / IT Asset Management (ITAM) is desired
• Computer software and hardware troubleshooting knowledge and experience

Experience:

• Previous experience (at least 3-5 years) in IT Support
• Experience with ITAM software and database management
• Good knowledge/experience of Active directory
• Good knowledge/experience of endpoint management tools like SCCM
• Good knowledge/experience of Windows, OSx & Linux builds
• Good knowledge/experience of computer software and hardware (installation, troubleshooting, maintenance, etc.)

Personal & Skills:

• Passionate about providing first-class support to users
• Highly motivated and energetic, fast learner
• Able to manage changing priorities in a high-pressure environment
• Solution-oriented
• Full proficiency in English and French. German is an asset
• Able to communicate effectively (verbal and written) with technical and non-technical colleagues at all levels in the organization
• Able to step back, assess a situation and adapt behavior to it
• Strong work ethic (honesty, punctuality, responsibility and reliability)
• Has a genuine interest for higher-education environment

We offer

• Multilingual and international character. Modern institution with a personal atmosphere. Staff coming from 90 countries. Member of the "University of the Greater Region" (UniGR)
• A modern and dynamic university. High-quality equipment. Close ties to the business world and to the Luxembourg labour market. A unique urban site with excellent infrastructure
• A partner for society and industry. Cooperation with European institutions, innovative companies, the Financial Centre and with numerous non-academic partners such as ministries, local governments, associations, NGOs …

How to apply

Applications should include:

• Curriculum Vitae
• Cover letter

Early application is highly encouraged, as the applications will be processed upon reception. Please apply ONLINE formally through the HR system. Applications by Email will not be considered.

All qualified individuals are encouraged to apply. In line with our values, the University of Luxembourg promotes an inclusive culture. We encourage applications from individuals of all backgrounds and are dedicated to upholding equality and respect for our employees and students.

General information:

• Contract Type: Fixed Term Contract 12 Month
• Work Hours: Full Time 40.0 Hours per Week
• Location: Campus Belval
• Internal Title: Application and infrastructure helpdesk support
• Job Reference: UOL06686

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