Service Desk Agent (German/French/English)

About the role

NSI Luxembourg PSF is seeking a multilingual Service Desk Agent to join its growing IT services team. You will work as a consultant, handling complex incidents and service requests that have been escalated from Level 1 support, ensuring high‑quality service for both private and public sector clients.

Key responsibilities

• Provide support and resolve complex incidents and service requests escalated from Level 1 teams.
• Analyze, troubleshoot, and resolve technical issues in line with SLA commitments.
• Manage tickets in the ITSM tool, ensuring accurate documentation and communication.
• Participate in problem investigations and contribute to root‑cause analysis for recurring incidents.
• Escalate issues to Level 3 or specialized teams when necessary and coordinate resolution.
• Maintain clear, proactive communication with end users and internal stakeholders throughout the incident lifecycle.
• Support service continuity, operational stability, and overall support quality.
• Contribute to continuous‑improvement initiatives, process optimisation, and technical documentation updates.

Required profile

• Minimum 3 years of experience in a similar Service Desk or IT support role.
• Fluent in German and French, with a good command of English.
• Strong analytical and troubleshooting abilities.
• Service‑oriented mindset and excellent communication skills.

Required skills

• Experience with ticketing tools and ITIL‑based processes.
• Good knowledge of Windows environments.
• Proficiency with Active Directory.
• Experience with Microsoft 365 and collaboration tools.

What we offer

• A dynamic and innovative work environment.
• Training programs and ongoing support.
• Personalised career development with a dedicated point of contact.
• Varied assignments across a diverse client portfolio.
• Competitive salary package aligned with skills and experience.
• Additional fringe benefits and regular team events.