IT Service Desk Agent (SR) – Luxembourg

About the role

Join the Service Desk team in Luxembourg as an IT Service Desk Agent (SR). You will be the first point of contact for users, handling calls and emails, and ensuring incidents are resolved quickly and within SLA.

Key responsibilities

• Manage all incoming calls and emails to the Service Desk.
• Provide 1st‑line support, screen, categorize and prioritize tickets.
• Document incidents and update the internal knowledge base.
• Install and configure software on end‑user machines.
• Report to the Service Desk team leader and produce monthly reports on demand.
• Liaise with third‑party suppliers to report and escalate customer problems.
• Participate in IT projects under supervision.
• Perform administrative tasks in the inventory tool and Active Directory.
• Strictly follow ITSM and security policies.

Required profile

• Technical diploma in IT (university degree is a plus).
• Minimum 3 years of experience in a support environment.
• Experience supporting system key users.
• Customer‑focused with strong communication skills.
• Ability to work in a multicultural team and fast‑paced environment.
• Willingness to attend regular training and stay up‑to‑date.
• Fluency in English (spoken & written); additional languages are a plus.

Required skills

• MS Office 365 and related applications.
• Active Directory administration.
• Basic networking knowledge.
• Software installation and configuration.
• Ticketing/service‑management software usage.

What we offer

• Full‑time fixed‑term contract (8 months) with shift rotation in a 24/7 environment.
• Flexibility in working hours.
• Requirement of a valid B‑category driving licence.
• Certificate of good conduct upon successful selection.