Bilingual Helpdesk Technician (French/English)

About the role

We are looking for a bilingual Helpdesk Technician to provide first‑level technical support to our users in Luxembourg. The role requires fluent communication in both French and English and a proactive attitude to resolve hardware, software and network issues.

Key responsibilities

• Deliver first‑level support via phone, email or ticketing system.
• Diagnose and resolve hardware, software and network problems.
• Log and track incidents and service requests in ServiceNow following ITIL processes.
• Escalate complex issues to second‑level support when needed.
• Administer user accounts and permissions in Active Directory.
• Install, configure and maintain laptops, desktops, printers and other IT equipment.
• Communicate status updates to users and ensure timely follow‑up.
• Document solutions and contribute to the knowledge base.

Required profile

• Fluent in French and English, both written and spoken.
• First‑hand experience in an IT support or helpdesk environment.
• Good knowledge of Active Directory user management.
• Familiarity with ServiceNow or similar ticketing tools.
• Understanding of ITIL principles; ITIL Foundation certification is a plus.
• Strong problem‑solving and troubleshooting abilities.
• Customer‑focused mindset with professional communication skills.

Required skills

• Active Directory
• ServiceNow
• ITIL
• Windows 10/11
• Microsoft 365