Requirements: English
Company: Luxair
Region: Luxembourg , Luxembourg
For our IT Service Desk department, within General Services we are looking for a (an):
IT Service Desk Agent (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