12 Apr 2021

Full-Time Service Desk Agent

Sopra Steria PSF Luxembourg – Posted by Sopra-SteriaAnywhere

NOTE: This job listing has expired and may no longer be relevant!

Job Description

We are currently looking for a “Service Desk Agent” in order to reinforce our team working for our infrastructure management unit.

Your Mission:

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the Sopra Steria HQ in Luxembourg as well as remote users at other offices and home workers.

As a Service Desk team member your responsibilities will be:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
Receiving, logging and managing calls from internal staff via telephone and email;
Maintaining an Asset Database and track changes;
1st and 2nd line support – troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, …);
Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, …[MB1]
Troubleshoot basic network issues such as Lease Line broadband issues;
Escalate unresolved calls to the infrastructure support team or 3rd party;
Log all calls in the Service Desk Call Logging systems;
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
To maintain a high degree of customer service for all support queries and adhere to all service management principles;
Provide basic in-house training in your domain expertise;
Provide stats for the weekly Service Desk report on call trends.

Your Profile:

An ITIL qualification is preferable but not essential;
A knowledge in the following domain would be considered as an asset (level 1):
Windows & Linux Environment ( Active Directory, SCCM, …);
Citrix Xen App (reset profile, kill session, …);
VMware basic understanding;
MS Office (Marco, VB);
Veeam or other backup tools;
Network understanding (VLAN, DNS, …).

Your knowledge/experience:

German, French and English knowledge are mandatory (speaking & writing);
Excellent communication skills / Excellent organisational skills;
Team player;
FirstIT Service Desk and/or Call Center experience is considered as an asset;
Basic User & Security Group Active Directory administration;
Knowledge in Operating systems for Servers and workstation (Windows, Linux);
Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);
On-site support occasionally for end user support;
Laptop and mobile basic setup;
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service;
You are able to work in shifts (7AM – 19PM) and duty (24/7);
Must have a driving licence.

How to Apply

If you want to boost your career and join a growing European leading IT services company, do not hesitate to check this opportunity and send us your resume at hrcontact-lu@soprasteria.com

Job Categories: Infrastructure. Job Types: Full-Time.

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